An Analysis of Scenario of Online and Offline Shopping (With Special Reference to Electronic Products)
DOI:
https://doi.org/10.31305/rrijm2025.v05.n01.013Keywords:
Customer Satisfaction, Online Shopping, Offline shopping, Electronic Products, Traditional RetailAbstract
With the digitalization marketplaces are expanding rapidly and traditional retails are trying to adopt the online platforms (Hänninen, Smedlund, & Mitronen, 2017) while offline shopping offers a tangible and trustworthy experience where customers can physically inspect products before purchase (Hult, Sharma, Morgeson, & Zhang, 2019). A study concludes that immediate access to items without the wait for delivery, along with personalized assistance from in-store staff creates customer satisfaction (CS) more (Li, Jain, Karp, & Dekhil, 2009). It has been observed in the planning phase of this study that pricing, product variety, convenience, service quality, return policies, and trust and face-to-face interaction builds customer confidence, and a quicker and more convenient return or exchange process adds value in customer satisfactions. So, understanding the factors that influence satisfaction in both modes is essential and this the reason the present study tries to find out the reality of CS in online and offline shopping to provide a suggestion to retailers to decide a suitable strategy regarding adoption of online and offline platforms with the help of an exhaustive literature review a secondary analysis approach.
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