A STUDY ON CUSTOMER SATISFACTION TOWARDS KITCHEN ACCESSORIES WITH SPECIAL REFERENCE TO AMAZON IN MADURAI CITY

International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

Customer satisfaction is a crucial factor influencing the success of online retail businesses in the digital economy. With the rapid growth of e-commerce in India, consumers increasingly prefer online platforms for purchasing household products due to convenience, variety, and time-saving benefits. This study examines customer satisfaction toward kitchen accessories purchased through Amazon in Madurai city. The study aims to identify factors influencing satisfaction, including product quality, pricing, delivery performance, packaging, and customer service. Primary data were collected from 80 respondents using a structured questionnaire, and the results were analyzed using percentage methods and charts. The findings reveal that most customers are satisfied with product variety and delivery services, while pricing and packaging quality influence purchase decisions. The study concludes with suggestions to improve service efficiency and strengthen customer loyalty.

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Keywords

Customer Satisfaction, E-commerce, Kitchen Accessories, Consumer Behaviour, Service Quality, Amazon.