Determinants of E-service quality features on customer satisfaction : A study among e-shoppers

Abstract

Electronic-Retailing(E-tailing) is gaining prominence across the globe, duly supported by advancement in technologies and digitization. The e-tailing growth has been driven by increasing smartphone & internet penetration, the launch of affordable 4G networks, the existence of security & logistics infrastructure and growing consumer wealth across the world (World Economic Forum). Exclusive customer offers, promotional campaigns, cashback and redemptions by e-commerce service providers and bankers through online channel have also aided the growth in electronic-retailing. E-tailing is a part of e-commerce, where it deals only with B2C customers. This study will be helpful in identifying influential E-service quality factors that are affecting consumer satisfaction with respect to the online channel. Survey was conducted with a structured questionnaire and responses were elicited from 230 e-tail customers. Both Primary and secondary data are used for this study. Primary data is collected through survey method. Secondary information is gathered from different sources such as online web-sources, newspapers, research journals, industry reports, etc. The study considered e-retailing customers of amazon who made at least one purchase on the website for the last year. Amazon has the highest market share among the e-retailers.The results demonstrated that post-purchase behavior aspects like on-time delivery of the product and providing the exact product at the time of delivery plays a significant role in enhancing customer satisfaction.