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Synopsis On E-Purchasing

This document provides an abstract and introduction for a paper examining customer satisfaction in e-purchasing. The paper aims to design a strategic framework to enhance customer satisfaction in online shopping. It discusses how technology has changed how customer expectations are satisfied. The introduction defines e-purchasing and examines the relationships between service quality, customer satisfaction, and loyalty. It presents the paper's objectives of understanding customer satisfaction dimensions in e-purchasing and how to increase satisfaction levels and consumer loyalty. The paper also puts forth a hypothesis about customer satisfaction and loyalty in e-purchasing and describes the research methodology used.

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Sheetal Jain
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209 views

Synopsis On E-Purchasing

This document provides an abstract and introduction for a paper examining customer satisfaction in e-purchasing. The paper aims to design a strategic framework to enhance customer satisfaction in online shopping. It discusses how technology has changed how customer expectations are satisfied. The introduction defines e-purchasing and examines the relationships between service quality, customer satisfaction, and loyalty. It presents the paper's objectives of understanding customer satisfaction dimensions in e-purchasing and how to increase satisfaction levels and consumer loyalty. The paper also puts forth a hypothesis about customer satisfaction and loyalty in e-purchasing and describes the research methodology used.

Uploaded by

Sheetal Jain
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
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A SYNOPSIS ON

Customer Satisfaction in E-Purchasing


Submitted in partial fulfillment for the award of

Degree of Master of Business Administration, 1st Semester (2011-2012) Department of Management Studies Jai Narain Vyas University, Jodhpur

Under the supervision of:


Prof . Kalpana Mathur

Submitted by:
Sheetal Jain

Dept. Of Management Studies

MBA Semester I

Abstract:
Customer satisfaction is basis of building the quality services of the human comfort operating in any society. A satisfied customer is the basis for building good sustainable models to operate in the society. The impact of technology has changed landscape of satisfying the Customers expectations. E-Purchase help to provide not only the high level of convenience, but also the broader selection, competitive pricing and greater access to information .The basic objective of this paper is design the strategic framework for enhancing the customer satisfaction in e-purchasing.

Introduction:
The objective of this paper is to examine the consumer behaviour with respect to epurchasing, and to explore the possibility of blending these systems. The paper also suggests strategies to maximize the value of services to consumers and their satisfaction. Customer satisfaction means the satisfaction degrees of customers purchasing commodities .The view of the philosophy of modern management scientific holds that customer satisfaction is the basic criteria of enterprise. Nowadays, more and more commercial organizations take customer satisfaction as their main strategy object (MIHELIS,2001).E-Purchasing (Online shopping) is the process whereby consumers directly buy goods or services from a seller in real-time, without an intermediary service, over the Internet. It is a form of electronic commerce. An online shop evokes the physical analogy of buying products or services in a shopping centre. The process is called Business-to-Consumer (B2C) online shopping. In the services marketing literature, it is generally agreed that service quality, customer satisfaction and loyalty are important constructs. In todays competitive business world many firms are focusing their efforts on achieving and maintaining a loyal customer base. According to Caruana (2002) loyal customers are the foundation of any business. Customer soften rely on intangible aspects to decide whether to become loyal client. In this aspect it can be noted that, various factors are important to customers to make such a decision and thus a better understanding of customer loyalty especially to service sector is really needed. To do so first of all it is important to identify the antecedents of loyalty. Customer satisfaction plays a vital role in establishing loyalty and at the same time it is also noted that there are various factors that lead to satisfaction towards e-purchasing. Service quality is considered as the key factor of satisfaction. The concept of satisfaction, service quality and loyalty are related to each other. In this paper the researchers tried to establish satisfaction as an important factor behind loyalty and also to find out their relationship. After dealing with the conceptual issues researchers have collected data through a questionnaire and also discussed the results of the empirical study that has been done to seek the answers of the research questions.

Objectives:

To understand and analyze the dimensions of customer satisfaction level of the services provided by companies in e-purchasing. How to raise the consumers degree of satisfaction and gain the consumers loyalty. How to aware customers for e-purchasing. For an organization how to increase their customer value and building of sustainable capabilities next to increase their profits.

Hypothesis: Customers are satisfied with quality of services provided and loyalty
against e-purchasing.

Research Methodology: The researcher contacted the respondents personally with


well-prepared sequentially arranged questionnaire. The questionnaire prepared, was divided into two parts, of which part one was used to gather information about the product/services which customer buy , companys information and also using which site they had done their purchasing and other part of questionnaire was used to know the satisfaction level of customer. Primary Data - Most of the data collected by the researcher was primary data through a structured questionnaire. a.) Purchasing Characteristics- Product, Company Name and used by respondents. b.) Dimension of customer satisfaction for product and service facilities Secondary data- The secondary information was collected from the published Sources such as Journals, Newspapers and Magazines and websites... Research instruments - A summated rating scale format was used, with five choices per item ranging from "completely dissatisfied to "completely satisfied.

References:
Caruana, A. (2002), service loyalty: The effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, 36, 7/8, 811-828.

MIHELIS G, GRIGOROUDIS E, SISKOS Y(2001), et al. Customer satisfaction measurement in the private bank section, European Journal of Operation Research,130:347-360. http://en.wikipedia.org/wiki/Online_shopping http://www.engineeringletters.com/issues_v15/issue_1/EL_15_1_24.pdf

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