Service factors influence on customer satisfaction in innovative e- commerce

Authors

  • DR. JEGANATHAN GOMATHI SANKAR
  • MR. SURYA H

Keywords:

E-commerce, customer satisfaction, service recovery, service innovation, delivery problem.

Abstract

The research paper titled customer satisfaction in E-commerce industry. The objective of the study is to identify the factors that influencing customer satisfaction in E-commerce industry. Descriptive research is used in the study as the research design and the sampling method used is convenience sampling. The sample size of the study is 150 respondents and it is analyzed using SPSS tool. The collected data were classified, tabulated and analyzed with statistical tools such as frequency analysis and Regression analysis. It is found that factor affecting customer satisfaction are delivery problem, privacy and security, service recovery. Among the factors, Service recovery factor positively influences the customer satisfaction.

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Published

2020-08-30

How to Cite

SANKAR, D. J. G. ., & MR. SURYA H. (2020). Service factors influence on customer satisfaction in innovative e- commerce. The Journal of Contemporary Issues in Business and Government, 26(2), 651–656. Retrieved from https://cibgp.com/au/index.php/1323-6903/article/view/314

Issue

Vol. 26 No. 2 (2020): The journal of contemporary issues in business and government

Section

Articles

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