Consumer behaviour in online shopping

Online shopping is a form of e-commerce which permits consumers to directly purchase goods or services from a seller by using the Internet. Other names are: e-shop, e-store, Internet shop, web-store, virtual store and online store. An online shop arouses the physical similarity of buying products as well as services from internet shop and this process of shopping is called business-to-consumer online shopping. Online shopping is the practice in which consumers decide to buy the product through internet. The natural environment of a business are its stakeholders, among whom customers play the most important role. It is for them that enterprises exist and the market position of organisations depends on their satisfaction. If a company wants to stay ahead of its competitors it must maximise its customer satisfaction. In online commerce customer satisfaction may be even more important than in traditional commerce because the retention of loyal customers in the e-services market is more difficult than in traditional commerce.