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

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| 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.

References

1. Afrin, N. A. A., & Sobiya, S. L. (2024). Investigating online shopping satisfaction: a special study of Amazon’s customer experience. Journal of Informatics Education and Research. https://jier.org/index.php/journal/article/view/1309
2. Amazon ranks No.1 for value and selection in the latest American Customer Satisfaction Index (ACSI). (2025). About Amazon News. https://www.aboutamazon.com/news/company-news/amazon-ranks-no-1-for-value-and-selection-in-the-latest-american-customer-satisfaction-index-acsi
3. Kitchen Accessories product research and customer review analysis. (2020). Shulex VOC insights. https://www.shulex.com/insight/kitchen-accessories-reviews-analysis
4. Kano model. (2026). Wikipedia. https://en.wikipedia.org/wiki/Kano_model
5. SERVQUAL. (2026). Wikipedia. https://en.wikipedia.org/wiki/SERVQUAL
6. Sundar, C., & Novaleena, S. J. (2012). A study on customer satisfaction towards kitchen equipments in Chennai. International Journal of Management. https://iaeme.com/Home/article_id/IJM_03_03_012
7. Tiwari, H., Uttarwar, K., & Malvi, Y. (2021). A study on customer’s satisfaction from Amazon online shopping during Covid-19 pandemic. SAMRIDDHI: A Journal of Physical Sciences, Engineering and Technology. https://smsjournals.com/index.php/SAMRIDDHI/article/view/2587

Keywords

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