Relationship Between Website Attribute and Customer Satisfaction

Topics: Customer satisfaction, Noriaki Kano, Sampling Pages: 28 (6172 words) Published: February 1, 2013
LOVELY PROFESSIONAL UNIVERSITY DEPARTMENT OF MANAGEMENT Capstone Project TITLE:“Relationship Between Website Attribute and Customer Satisfaction” SUBMITTED TO LOVELY PROFESSIONALUNIVERSITY In partial fulfillment of the Requirement for the award of Degree of “MASTER OF BUSINESS ADMINISTRATION” SUBMITTED BY: Kuldeep Tiwari Ambar Singh Archit Sharma Ankur Sood Reg no : 10809869 10804683 10800482 10800039 DEPARTMENT OF MANAGEMENT LOVELY PROFESSIONAL UNIVERSITY JALANDHAR NEW DELHI GT ROAD PHAGWARA PUNJAB 1

Guide Name Mr.Bhagat Singh


This is to certify that Kuldeep Kumar Tiwari, Ambar Singh, Ankur Sood, Archit Sharma has completed his project report on the Topic “ Relationship between website attribute and customer satisfaction” in LOVELY PROFESSIONAL UNIVERSITY under my supervision the best of my knowledge. It is their original work this wholly or partially has not been submitted for any university.

Kuldeep Kumar Tiwari Ambar Singh Ankur Sood Archit Sharma MBA 3rd (SEM) LOVELY PROFESSIONAL UNIVERSITY

Project Guide Sig



This is certified that Kuldeep Tiwari, Ambar Singh, Archit Sharma, Ankur Sood have done this project of “Relationship between website attribute and customer satisfaction” under my guidance. During this project they have done most efforts to study and understand the subject in detail. In addition to the books mentioned in the bibliography they have referred various study material, magazine, websites, newspapers and notes to complete this project. During this project they have been very much curious and enthusiast to understand the spirit of the expert documentation and procedures.

I wish them best of luck.

Project Guide Mr. Bhagat Singh (Astt. Prof.) Faculty: Lovely Faculty of Business and Applied Arts



This is to certify that we are the student of department of Management, studying in MBA (3rd Semester), have undergone research project on title “Relationship between website attribute and customer satisfaction” for partial fulfillment of degree of Master of Business Administration to Lovely professional University, Phagwara (PUNJAB).We solemnly declare that the work done by us is original and no copy of it has been submitted to any other university for award of any other degree/fellowship or a similar title and topic.


Reg No

Kuldeep Tiwari Ambar Singh Archit Sharma Ankur Sood MBA Specialization (Marketing)

10809869 10804683 10800482 10800039



We take this opportunity to express our acknowledgement a deep sense of gratitude for rendering valuable assistance and guidance to us by the following personalities for successful completion of our research project. We are highly indebted toMr.Bhagat Singh(Astt. Prof.), Department of Management: Lovely professional university Phagwara (PUNJAB) for assigning us interesting task. We had been fortunate enough to have him as a wonderful guide and for her personal encouragement, prompt assistance, constructive criticism, valuable interest, guidance and supervision in completing our project report successfully. The experience was novel one and we would like to thank all the people who had lend their valuable time for the recording of the data and completion of the report. Without their consideration it would have been difficult to complete the study

Kuldeep Tiwari Ambar Singh Archit Sharma Ankur Sood



S.No 1

Introduction 1.1 Executive Summary 1.2 Introduction to the Topic Review of Literature

Page No 7-11




Objective ,Possible research Finding

15 4
Research Methodology  Research design  Sample design  Research method  Data collection



Data analysis and interpretation



Conclusion, Limitations & Suggestion



Bibliography And References



Appendix (Questionnaire)



Executive summary

Website is a software...

References: 29
1- Carlos Flavián (2006) The role played by perceived usability satisfaction and consumer trust on website loyalty Information & Management Volume 43, Issue 1, January 2006, Pages 1–14
Aegean, Michalon 8, Chios, Chios Island, 82100, Greece,
Venkatesh Shankar et (2002) Customer satisfaction and loyalty in online and offline environments International Journal of Hospitality Management Volume 27, Issue 3, September 2008, Pages 391–402.
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