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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
ID: 121123008

Date of submission: 14th July 2015


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, eshop, 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,, and eBay.
1979 It all began when Michael Aldrich invented online shopping.
Using videotex, 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 predate the Internet and the World Wide Web, the IBM PC, and Microsoft MSDOS, and were installed mainly in the UK by large corporations.
The first World Wide Web server and browser, created by Tim Berners-Lee in
1990, opened for commercial use in 1991. Thereafter, subsequent
technological innovations emerged in 1994: online banking, the opening of
an online pizza shop by Pizza Hut, Netscape's SSL v2 encryption standard for
secure data transfer, and Intershop's first online shopping system. The first

secure retail transaction over the Web was either by NetMarket or Internet
Shopping Network in 1994. Immediately after, launched its
online shopping site in 1995 and eBay was also introduced in 1995. Alibaba's
sites Taobao and Tmall were launched in 2003 and 2008, respectively.
Retailers are increasingly selling goods and services prior to availability
through pretail for 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:

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 product

Our working purpose we are finding this objective

Significance 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

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 Review
Here we show some other research which related with our research

Online Shopping System

Online Shopping System helps in buying of goods, products and
services online by choosing the listed products from website (ECommerce 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 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, 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.



We want to know how companies, 3rd party 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:
To analyse current status of Internet Marketing in Bangladesh,


To analyse different approach of Internet Marketing in Bangladesh,

To observe the growth rate of Internet Marketing in Bangladesh, and
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.


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

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 was launched in December 2012 by Africa Internet Group, the ecommerce 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. : has been launched in February 2013. It is an initiative of the
leading IT firm Splendor IT. 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 products
X1= Product quality
X2= Availability products

X3= Get product on time

X4= best pricing
X5=Exchange facility
X6=Get that product that customer want
X7=Get Discount or benefit for buying online product
Regression Function,

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 stepsStep 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. A procedure for determining a relationship between adependent v
ariable, as predicted success in college, and anindependent variable, as a sc
ore on a scholastic aptitude test, for agiven population. The relationship is ex
pressed as an equation for a line
(regresSionline) or curve (regresSioncurve) in which anycoefficient (regres

sion coefficient) of the independent variable in theequation has been determi

ned from a sample population.

Random variable:
When the value of a variable is the outcome of a statistical 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
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:

A factor or phenomenon that is changed by the effect of an associated factor

or phenomenon called the independent variable.
For example, consumption is a dependent variable because it is caused and
influenced by another variable: income. In a
mathematical equation or model, the dependent variable is the variable
whose value is to be determined by that equation or model. In
an experiment, it is the variable whose behavior under
controlled conditions (that are allowed to change in an organized manner) is

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-

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.