RESEARCH PROPOSAL ON:

Customer Satisfaction on
Online Products
United International University
Research Proposal

Topic: Customer satisfaction on online products

Course: Research Methodology

Submitted to:

Mohammad Ali Ashraf

Head of the department of Economics

Submitted by:

Fatema Akter

121123008

Date of submission: 14thJuly 2015

Introduction

Background of the study:

Online products means a product we can buy through the internet using a web.
browser and it's 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 products or services at a bricks and mortar
retailer or shopping 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 are Alibaba, [Link], and eBay.

1979 – It all began whenMichael Aldrich 'invented' 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 online 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.
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, andIntershopthe first online shopping system.
secure retail transaction over the Web was either byNetMarketorInternet
Shopping Network in 1994. Immediately after,[Link] its
online shopping site in 1995 and eBay was also introduced in [Link]'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

In Bangladesh, they shop online. Through online shopping, people can get
Any product that is easy to get at home so people in Bangladesh depend on online.
shopping day by day. In Bangladesh, there are many online shops and people are
also create a Facebook page or group to sell their products.

There are some names of popular online shops in Bangladesh:

[Link]

[Link]

[Link]

[Link]

[Link]

[Link]

[Link]

Problem Statement:

Nowadays in Bangladesh there are many online shops people are now
depends on online shops because of their busy life. They don’t have enough
time to go shopping in the market. So to save their valuable time they buy their
Product from online shop. For this reason, many sellers are now creating online shops.
and sell their product through the online shop.

But there are some problems in online shopping such as people can cheat.
easily because the buyer and seller cannot connect with each other face to face
face. There are pricing problems customers are facing. Sometimes products
quality is poor as well as they’re not delivering the same product which
customer wants. that's a big problem in online shopping.

Research Question:

Online shopping today has become very familiar but people are facing some
problem that’s 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 online product market?

Research Objectives:

Our objective is to find out the 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 product

Our working purpose is to find this objective.

Significance of the Study:

 Our research is very helpful for those who want to buy products from
the online but they don’t have any idea about online product. And I
I think this research can help many online shops that have this.
problem but they don’t 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.

Sometimes people do not want to talk properly.

Collecting proper data from people is very hard.

These are the entire problems we are facing to research these objectives.

Literature Review
Here we show some other research that is related to our research.

Online Shopping System

Online Shopping System helps in buying of goods, products and

services online by choosing the listed products from website (E-
Commerce site). The proposed system helps in building a website to
buy, sell products or goods online using internet connection.
 Purchasing goods online, the 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

In day to day life, we will need to buy lots of goods or products from a
shop. It may be food items, electronic items, household items, etc.
Nowadays, it is really hard to find some time to go out and get them.
ourselves due to busy lifestyle or lots of work. 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 an 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 a wider market.

CURRENT TRENDS IN 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 analyze the current status of Internet Marketing in Bangladesh,
2. To analyze different approaches of Internet Marketing in Bangladesh,
3. To observe the growth rate of Internet Marketing in Bangladesh, and
4. 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 an 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
Bangladeshi banks up to February 2010 and also used snowball sampling
techniques to gather answers from the five hundred respondents who have
already been using online banking system based on 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 telecommunications and telecommunications-based tools are also
involved in ecommerce activities. In the context of Bangladesh, the broader
definition is accepted by all.

Methodology
Model of the Analysis:
We research this study because we find some problems in online product.
Shops. Why are online shops not doing well in the market like other businesses?
work to find out the reason for market failure. We will start our research by
collecting people's opinions and suggestions about what they want or desire from
online market. For that we will collect some secondary data on the 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
consumer's preference. After that we will finally reach our decision stage.

[Link]:

[Link] is the first e-commerce site in Bangladesh founded by one of the

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

[Link]:
[Link] is one of the oldest and largest online shops in Bangladesh.
daily deal at an unbeatable price. [Link] is a deal and discount website where
buyers can find all the attractive discount offers, special deals of the country online and
get their desired product sitting at home.

[Link]:
My Country My Village is powered by (Future Solution for business) ltd.
My Country My Village is an E-Commerce platform for rural producers as they
can easily sell their products anywhere in the world. We connect the
rural producers to the consumers through our shopping site. It’s 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, the products are collected and packed.
and with 100% quality ensuring it is delivered to your doorsteps.

[Link]:
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 a few years, Kaymu became a trusted source of online.
shopping community in Bangladesh. Kaymu connects 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.

[Link]:
[Link] was launched in February 2013. It is an initiative of the
leading IT firm Splendor [Link] 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.

Let's assume,

Y= Customer satisfaction purchasing online products

Product quality

X2= Availability products

X3= Get product on time

X4 = best pricing

X5=Exchange facility

Get that product that customer want

X7=Get Discount or benefit for buying online product

Regression 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 the following steps-

Step 1:

We are going to look at the top five online shops in Bangladesh based on
their; products quality, products availability, customer services, best pricing
and delivery time.

Step 2:

We collect problem statements about why people are not going online shopping instead.
than market.

Step 3:

We find the reason why people are not satisfied with online products.

Step 4:

What types of problems do people face when they buy products online?

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 findings.

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 affect 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. A procedure for determining a relationship between a dependent variable
variable, as predicted success in college, and an independent variable, as a sc
more on a scholastic aptitude test, for a given population. The relationship is ex
pressed as an equation for a line
(regression line) or curve (regression curve) in which any coefficient (regress
The coefficient of the independent variable in the equation has been determined.
ned from a sample population.

Random variable:

When the value of avariableis the outcome of astatistical experiment, that

variable is a random 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
The independent variable is the 'cause,' while the 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
mathematicalequationormodelthe dependent variable is the variable
whosevalueis to be determined by that equation or model. In
anexperimentit is the variable whosebehaviorunder
controlledconditions(that are allowed tochangein anorganizedmanner) is
studied.
Measurement of Variables:
As we have found 5 independent variables influencing our dependent
variable, we will measure these variables in this following procedure-

Products pricing
Products Quality
Get the wanted products
Product delivered on time
Availability of different product 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 email responses.
We will analyze those 3 group's 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.