REVIEW ON LOGISTICS AND CUSTOMER SERVICE IN CONSUMER DURABLE GOODS IN INDIA

Authors

  • Anjitha Ashok Kumar Research Scholar

Keywords:

customer service, consumer durable goods, Logistics, online shopping, offline shopping.

Abstract

The study is conducted to identify the consumer’s expectation on logistics and customer services while purchasing consumer durable goods. Essentially, the study progresses by adopting a model that addresses the consumer value recognition for using online network shopping versus in store purchase. Earlier studies depicted that the buying intention of people over online or offline network were affected by their perception about price, service quality, product quality, availability of products and so on. A review conducted on online and offline purchase pattern will help to evaluate the impact of buyer’s buying behavior over these channels.  The objective of this study is to provide an understanding on how the buyers measure the significance of logistics and customer service by comparing the online and offline shopping patterns for consumer durable goods. It is henceforth to analyze as to what factors influence the buying decision of the consumers.

The shopping preferences of people differed according to their personal choices which were influenced by many factors. The age group focused for the study fall between 20 to 30 years. These age groups are more spontaneous, sophisticated and aware of technology. It was inferred that the male preferred buying goods offline than the female. However, there was majority for online shopping only if there was an improvement over the quality of logistics services provided.

Additional Files

Published

2018-10-10

How to Cite

Kumar, A. A. (2018). REVIEW ON LOGISTICS AND CUSTOMER SERVICE IN CONSUMER DURABLE GOODS IN INDIA. NOLEGEIN-Journal of Consumer Behavior &Amp; Market Research, 1(2), 13–22. Retrieved from https://mbajournals.in/index.php/JoCBMR/article/view/169