E-Commerce vs Traditional Commerce: A Comparative Study on Customer Satisfaction in Coimbatore

Abstract

E-commerce has emerged as a major mode of purchasing that is transforming the way consumers search for, evaluate, and purchase products and services. This study presents a comparative analysis of e-commerce and traditional commerce with a focus on customer satisfaction in Coimbatore. It examines key factors such as convenience, product availability, pricing, service quality, payment options, delivery experience, accessibility, and customer support that influence satisfaction in both shopping channels. The study also explores consumers’ perceptions regarding online shopping experiences compared with traditional store-based purchasing. Factors such as trust, product quality, return and refund policies, personal interaction, and shopping experience are considered to understand their influence on customer satisfaction. The research further examines whether demographic factors influence consumer preferences and satisfaction toward e-commerce and traditional commerce. The study highlights the changing purchasing behaviour of consumers in Coimbatore and the growing role of digital platforms alongside conventional retail practices. The findings are expected to provide useful insights for retailers and e-commerce businesses in improving customer experience and developing effective customer-oriented strategies. Overall, the study contributes to understanding the similarities and differences between e-commerce and traditional commerce in terms of customer satisfaction.