CUSTOMER SATISFACTION AND LOYALTY TOWARDS ONLINE SHOPPING: A STUDY IN LUDHIANA

Abstract

Online shopping is a process whereby consumers directly buy goods, services etc. from a seller without an intermediary service over the Internet. Shoppers can visit web stores from the comfort of their house and shop by sitting in front of the computer. Online stores are usually available 24 hours a day and many consumers have internet access both at work and at home. So it is very convenient for them to shop Online. One of the most alluring factors about online shopping, particularly during holiday season is that it eases the need to wait in long lines or search from a store for a particular item. Now a days the life style of the people is different. People feel uncomfortable and time consuming for going in crowded markets. So, Online-Shopping is a boon as it saves lot of time. Covid-19 has changed the life style of the people. Now people feel more comfortable by sitting back home and shop online rather than going out and shop in the traditional way.