E-COMMERCE - CUSTOMER EXPERIENCE AND RELATIONSHIP

E-Commerce is growing at rapid rate and has become a truly worldwide phenomenon, which offers convenience, flexibility, accessibility. E-Commerce involves an online transaction. E-Commerce provides multiple benefits to the consumers in form of availability of goods at lower cost, wider-choice and saves time. The cutting edge for business today is ecommerce. The effects of e-commerce are already appearing in all areas of business from customer service to new products design. Despite being the second largest user base in world, only behind China (650million, 48% of population), the penetration of e-commerce is low compared to markets like the United States (266 million 84%) or France (54M, 81%) but is growing at an unprecedented rate in India. India's e-commerce market was worth about $3.9 million in 2009, it were upto$14.6million in 2016. According to the Google India, there were 35 million online shoppers in India in 2014 Q1and is expected to grow 100million mark by the end of year 2016. By 2020, India is expected to generate $100billion online retail revenue out of which $35 billion will apparel sales are set to grow fair times in coming years. In this paper, we have tried to find out answers to various questions so as the customer can share their experiences and perceptions towards ecommerce business module and how the relationship could be better by identifying areas of improvement so that relationship will be fruitful.