RESEARCH PROPOSAL ON:

Customer Satisfaction on Online Products

United International UniversityResearch Proposal

Topic: Customer satisfaction on online productsCourse: Research Methodology

Submitted to:Mohammad Ali AshrafHead of the department of Economics

Submitted by:Fatema AkterID: 121123008

Date of submission: 14th July 2015

Introduction

Background of the study: Online products means a product we can buy through internet using a web browser and its called online shopping. Online shopping is a form of electronic commerce where the buyer is directly online to the seller's computer usually via the internet. Alternative names are: e-web-store, e-shop, e-store, Internet shop, web-shop, web-store, online store, online storefront and virtual store. Mobile commerce describes purchasing from an online retailer's mobile optimized online site or app. An online shop evokes the physical analogy of buying productsor services at abricks and mortar retailerorshopping center; the process is called business-to-consumer (B2C) online shopping. In the case where a business buys from another business, the process is called business-to-business (B2B) online shopping. The largest of these online retailing corporations areAlibaba, Amazon.com, andeBay. 1979 It all began whenMichael Aldrichinvented online shopping. Usingvideotex, a two way message service, it revolutionized businesses. We now know this as e-commerce.In March 1980 he went on to launch Redifon's Office Revolution, which allowed consumers, customers, agents, distributors, suppliers and service companies to be connected on-line to the corporate systems and allow business transactions to be completed electronically in real-time.During the 1980s he designed, manufactured, sold, installed, maintained and supported many online shopping systems, using videotex technology.These systems which also provided voice response and handprint processing pre-date the Internet and theWorld Wide Web, theIBM PC, andMicrosoftMS-DOS, and were installed mainly in the UK by large corporations.The firstWorld Wide Webserver and browser, created byTim Berners-Leein 1990, opened for commercial use in 1991. Thereafter, subsequent technological innovations emerged in 1994: online banking, the opening of an online pizza shop byPizza Hut,Netscape'sSSLv2 encryption standard for secure data transfer, andIntershop's first online shopping system. The first secure retail transaction over the Web was either byNetMarketorInternet Shopping Networkin 1994. Immediately after,Amazon.comlaunched its online shopping site in 1995 and eBay was also introduced in 1995.Alibaba's sitesTaobaoandTmallwere launched in 2003 and 2008, respectively.Retailers are increasingly selling goods and services prior to availability throughpretailfor testing, building, and managing demand.

Nowadays in Bangladesh online shopping is very popular. Many people in Bangladesh they do shopping in online. By online shopping people can get any product easy at home so people are in Bangladesh depend on online shopping day by day. In Bangladesh there many online shop and people are also create facebook page or group to sell their products.

There are some names of popular online shop in Bangladesh:Akhoni.comAjkerdeal.comAmardesheshop.comKaymu.comBangladeshbrands.comPriyoshop.comEsho.com

Problem Statement:Nowadays in Bangladesh there are many online shops people are now depends on online shops because of their busy life. They dont have enough time for go shopping in market. So to save their valuable time they buy their product from online shop. For this reason now many seller create online shop and sell their product by the online shop.But there are some problem in online shopping such as people can cheat easily because buyer and seller they cannot connect with each other face to face. There are pricing problem customer are face. Some times product quality are poor as well as theyre not deliver the same product which customer want.thats a big problem in online shopping.

Research Question:Online shopping today become very familiar but people are facing some problem thats pricing problem, quality of product, availability of the product. But to solve these problems with customer satisfaction and initiatives should the market take to sustain in the long run? How the failure can progress in its new technologies to create a better market of online product?

Research Objectives:Our objective is to find out these following facts:- collect better quality products availability of all type of products deliver the product on time give the best price than market exchange facility giving discount or benefit for buying online productOur working purpose we are finding this objectiveSignificance of the Study: Our research is very help full for those who want to buy product from the online but they dont have any idea about online product. And I think this research can help many online shops which have this problem but they dont identify them. And also aware about of these problems and they can ignore these problems and their business will benefited.

Scope and Limitation of the Study: We had only 4 months to complete this entire study It was very time consuming and costly to receive a huge number of data from around the country. Choice of products is a psychological and sometimes personal matter so, it was difficult to deal with those factors Some time people are not want to talk properly Collecting proper data from people is very hard.These entire problems are we facing to research these objectives.

Literature ReviewHere we show some other research which related with our research

Online Shopping System

Online Shopping Systemhelps in buying ofgoods, products and services online by choosing the listed products fromwebsite (E-Commerce site).The proposed system helps in building a website to buy, sell products or goods online using internet connection. Purchasing of goods online, user can choose different products based on categories, online payments, delivery services and hence covering the disadvantages of the existing system and making the buying easier and helping the vendors to reachIn day to day life, we will need to buy lots of goods or products from a shop. It may be food items, electronic items, house hold items etc etc. Now a day, it is really hard to get some time to go out and get them by ourselves due to busy life style or lots of works. In order to solve this, B2C E-Commerce websites have been started. Using these websites, we can buy goods or products online just by visiting the website and ordering the item online by making payments online.In order to overcome these, we have e-commerce solution, i.e. one place where we can get all required goods/products online. The proposed system helps in building a website to buy, sell products or goods online using internet connection. Purchasing of goods online, user can choose different products based on categories, online payments, delivery services and hence covering the disadvantages of the existing system and making the buying easier and helping the vendors to reach wider market.

CURRENT TRENDSIn ONLINE MARKETING IN BANGLADESH (Rokibul Hasan)

We want to know how companies, 3rdparty agencies and consumers would perceive the trend of internet marketing to be for which we have designed the following questions. The objectives of the research are to:1.To analyse current status of Internet Marketing in Bangladesh,2.To analyse different approach of Internet Marketing in Bangladesh,3.To observe the growth rate of Internet Marketing in Bangladesh, and4.To find out different findings of Internet Marketing in Bangladesh and proposed specific suggestions to overcome those findings.

E-business has created tremendous opportunity all over the globe. Online banking can act as a complementary factor of e-business. Bangladesh Bank has recently argued to introduce automated clearing house system. This pushed upward transition from the manual banking system to the online banking system. The study has been undertaken to observe present status of the e-business and as its complementary factor online banking system in Bangladesh. The article analyzes the data that were collected from Bangladeshis banks up to February 2010 and also used snowball sampling techniques to gather answer from the five hundred respondents who have already been using on line banking system on the basis of a questionnaire which was prepared for this study purpose. Competitive advantages determine whether a company can move forward. E-commerce is the right tool for gaining competitive advantage nowadays. Business now goes online. Some restrict the definition of e-commerce only to internet enabled transactions while some others defined broadly saying not only internet rather telecommunication and telecommunication based tools are also involved in ecommerce activities. In Bangladesh perspective, the broader definition is accepted to all.

Methodology

Model of the Analysis:We research this study because we find some problem in online product shops. Why online shops not doing well in market like other business. We work for find out the reason market failure. We will start our research by collecting people opinion and suggestion what are their want or desire from online market. For that we will collect some secondary data of demand of Bangladeshi customers. We will evaluate the significant changes regarding online shops. We will search for the reasons behind the special attraction for market products. Then we will go for the data collection regarding consumers preference. After that we will finally reach at our decision stage.

Akhoni.com:Akhoni.com is first e-commerce site in Bangladesh founded by one of the talented person in ICT industry in Bangladesh Mr. Shamim Ahsan. Akhoni.com is an online retail that enables anyone from anywhere in Bangladesh and purchase from around the world different products online. Akhoni.com offers a range of products starting from Apparels, Electronics, Gifts, Perfumes, Body sprays and other unique products. At Akhoni.com anyone can use Debit/Credit card, Mobile payments or even pay Cash on delivery. Akhoni.com provides the facility to deliver products to the customers address at the least possible time. Akhoni.com provides lowest price and also developing a trend to make life easier for people in Bangladesh through online shopping.

Ajkerdeal.com:Ajkerdeal.com is one of the oldest and largest online shop in Bangladesh features a daily deal at an unbeatable price. Ajkerdeal.com is a deal and discount website where buyer can find all the attractive discount offers, special deal of the country online and get their desired product sitting at home.

Amardesheshop.com:Amar Desh Amar Gram" is powered by (Future Solution for business) ltd. Amar Desh Amar Gram an E-Commerce platform for rural producers as they can easily sales their products at anywhere of the world. We connect the rural producers to the consumers through our shopping site. Its a total market place where we create It is the first e-commerce solution provider in Bangladesh. The online transaction gateway provided by Brac Bank. Whenever a customer orders then the products is being collected and packed and with 100% quality ensuring its being delivers to your doorsteps.Kaymu.com.bd:Kaymu was launched in December 2012 by Africa Internet Group, the e-commerce pioneer in Africa and it is backed by Millicom, MTN, RI and Ooredoo. Within few years of time Kaymu become a trusted source of online shopping community in Bangladesh. Kaymu connect only buyers and sellers .They do not have any inventory of their own. Kaymu wants to bring e-commerce, to empower local entrepreneurs by helping them take their business online and to make shopping easy.Priyoshop.com:PriyoShop.com has been launched in February 2013. It is an initiative of the leading IT firm Splendor IT. PriyoShop.com is the ultimate online shopping destination for Bangladesh offering trendy and reliable shopping with all your favorite brands. Prio Shop provides customers with memorable online shopping experience, showcases products from all categories such as clothing, footwear, jewellery, accessories, electronics, appliance, books, restaurants, health & beauty and many more.

Hypotheses Development:For our mobile phone demand we will run a multiple regression model.Lets assume,Y= Customer satisfaction purchasing online productsX1= Product qualityX2= Availability productsX3= Get product on timeX4= best pricingX5=Exchange facilityX6=Get that product that customer wantX7=Get Discount or benefit for buying online productRegression Function, Y = f (X1, X2, X3, X4, X5, X6, X7)Regression Equation, Y = B + B1*X1 + B2*X2 + B3*X3 + B4*X4 +B5*X5+B6*X6+B7*X7

Research Design:We have chosen to develop our whole research work in these following steps-Step 1:We are going to look at top five online shop in Bangladesh on the base of their; products quality, products availability, customer services, best pricing and delivery time.Step 2:We collect problem statement why people are not going online shop rather than market.Step 3:We find the reason why people are not satisfied on online products.Step 4:What types of problems people faced when they buy online product.Step 5:We will compose those elements as our variables of the hypothesis, which variables we found by analyzing the online products shop.

Step 6:We will construct our multiple regression models according to our founded variables in the previous step.Step 7:We will gather information randomly from diverse individuals (contrast in age, sexual orientation, calling) to guarantee a decent number of opinion and their wants.Step 8:We will set these data in our regression model and finally run our regression through SPSS software.Step 9:We will arrange our output and collect the final results that effect our dependent variable (purchase).Step 10: At last when we find problems and we will suggest some action to remove these problems and also suggest some special actions to reorganize the online market for future improvement of online market.

Operational Definition:Regression Analysis:Statistics.Aprocedurefordeterminingarelationshipbetweenadependentvariable,aspredictedsuccessincollege,andanindependentvariable,asascoreonascholasticaptitudetest,foragivenpopulation.Therelationshipisexpressedasanequationforaline (regresSionline)orcurve(regresSioncurve)inwhichanycoefficient(regressioncoefficient)oftheindependentvariableintheequationhasbeendeterminedfromasamplepopulation.Random variable:When the value of avariableis the outcome of astatistical experiment, that variable is arandom variable. An example will make this clear. Suppose you flip a coin two times. This simple statistical experiment can have four possible outcomes: HH, HT, TH, and TT. Now, let the variable X represent the number of Heads that result from this experiment. The variable X can take on the values 0, 1, or 2. In this example, X is a random variable; because its value is determined by the outcome of a statistical experiment.Dependent Variable:In an experimental design, the independent variable is the variable that is manipulated by the experimenter to determine its relationship to an observed phenomenon, called the dependent variable. More generally, the independent variable is the cause, while dependent variable is the effect of the independent variable.The dependent variable is also called the response variable

Independent Variable:

Afactoror phenomenon that is changed by the effect of anassociatedfactor or phenomenoncalledtheindependent variable.For example,consumptionis a dependentvariablebecause it is caused and influenced by another variable:income. In a mathematicalequationormodel, the dependent variable is the variable whosevalueis to be determined by that equation or model. In anexperiment, it is the variable whosebehaviorunder controlledconditions(that are allowed tochangein anorganizedmanner) is studied.

Measurement of Variables:As we have found 5 independent variables influencing our depending variable, we will measure these variables in this following procedure- Products pricing Products Quality Get the wanted products Product deliver on time Availability of different products types

Data Collection:For data collection we at first have to construct the appropriate system of Sampling and Data collection procedure-

Sampling:We will select 30 individuals randomly to get a good result for our regression. 10 people from facebook 10 people from my class 10 people from shopping mall

Data collection Procedure: We will adopt face to face questions We will collect data from e-mail answers We will analysis those 3 groups opinions

Techniques of Data Analyses:

We use a multiple regression model to find out the result We will use SPSS software to get the result.

Our sample size is 30 and we have 5 independent variables.