ROLE OF E- COMMERCE IN IMPROVING CUSTOMERS SATISFACTION
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style: APA
- Recommended for : Student Researchers
- NGN 5000
BACKGROUND OF THE STUDY
The use of e-commerce websites can lead to accepting and satisfying intentions and then influence customer satisfaction behavior towards an e-commerce websiteCustomer satisfaction is how satisfied a customer is with the supplied product/service. It is closely related to interpersonal trust [Geyskens, Steenkamp, Scheer, and Kumar 1996].
[Zins 2001], stated , it is expected that a higher level of customer satisfaction will lead to greater loyalty. However, the impact of satisfaction on customer loyalty is rather complex. Fisher [2001] believes that customer satisfaction accounts for only part of why people change product or service providers. Other studies have shown that customer satisfaction is a leading factor in determining loyalty [Anderson and Lehmann 1994]. Anderson and Srinivasan [2003] found that both trust and perceived value, as developed by the company, significantly accentuate the impact of satisfaction on e-Journal of Electronic Commerce Research, VOL 12, NO 1, 2020 Page 81commerce loyalty. In a more recent study by Cyr [2008] it was found that website satisfaction is strongly related to loyalty in three countries: Canada, Germany, and China.
Generally, loyalty has been defined as the repeat purchasing frequency or the relative volume of same-brand purchasing. Oliver [1997] defines customer loyalty as a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, thereby causing repetitive same brand or same brand set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior. In e-commerce, loyal customers are considered extremely valuable. Today, e-retailers are seeking information on how to build customer loyalty. Loyal customers not only require more information themselves, but they serve as an information source for other customers. Building customer loyalty is one of the biggest challenges for business to customer e-commerce. Several antecedents of customer loyalty have been proposed. Customer satisfaction and trust have been brought forward as a precondition for patronage behavior [Pavlou 2003] and the development of long-term customer relationships [Papadopoulou, Andreou, Kanellis, and Martakos 2001].
The study by Kassim and Ismail [2009] found that services quality and vendor’s assurance to online customers, contribute to building trust and satisfaction thereby improving customer loyalty. These study shall therefore determine the role of e-commerce in improving customer service.
1.2 STATEMENT OF THE PROBLEM
E-commerce constitute a significant business process of transacting modern business services as vast population of people are hooked to online services through the internet and various websites.
However, creating customer satisfaction is pivotal to enhance customer loyalty and repeat patronage which is dependent on a number of factors.
The problem confronting this research is to investigate the role of e-commerce in improving customer satisfaction. With a case study of JUMAI
1.3 RESEARCH QUESTION
-
What is the nature of e-commerce?
-
What is customer satisfaction and what factors determine customer satisfaction in e-commerce?
-
What is the role of e-commerce In improving customer satisfaction?
1.4 OBJECTIVE OF THE STUDY
-
To appraise the nature of e- commerce business services
-
To appraise customer satisfaction and factors determining customer satisfaction
-
To determine the role of e-commerce in improving customer satisfaction
-
To determine the JUMAI e-commerce services in improving customer satisfaction
Related Project Materials
PHYTOCHEMICAL AND ANTI-INFLAMMATORY PROPERTIES OF METHANOL EXTRACT OF CRATEVA ADANSONII STEM BARK.
ABSTRACT
78 This research investigated the phytochemical and anti-inflammatory properties of methanol extract of Crateva adansonii...
An Investigation of the Effectiveness of Water Supply Policies in Providing Clean Water in Maradi Local Government, Niger State
Background of the Study
Access to clean and safe drinking water is a fundamental human right, yet millions of people aro...
Development of an IoT-Based Smart Real-Time Traffic Congestion Alert System in Bauchi LGA, Bauchi State
Background of the study:
Traffic congestion in urban centers has become a significant challenge, particularly in areas expe...
An evaluation of the integration of vocational training into secondary school curriculum in Kaita LGA, Katsina State
Background of the study
The integration of vocational training into the secondary school curriculum has emerged as a strate...
An Appraisal of Healthcare-Seeking Behavior Among Diabetic Patients in Benue State
Background of the Study
Diabetes mellitus is a chronic metabolic disorder characterized by elevated blood glucose levels due to insulin d...
ASSESSMENT OF EFFECTS OF INQUIRY AND TASK-BASED METHODS ON STUDENTS’ PERFORMANCE IN ECONOMICS AMONG SECONDARY SCHOOLS IN IMO STATE, NIGERIA
ABSTRACT
This study investigated the “Assessment of Effects of Inquiry and Task-based Methods on Students‟ Performance in Economics...
An appraisal of regulatory oversight on banking risk mitigation: a case study of Access Bank Nigeria
Background of the Study
Regulatory oversight plays a pivotal role in ensuring that banks implement effective risk mitigati...
ANALYSIS AND INTERPRETATION OF FINANCIAL STATEMENT AS A MANAGERIAL TOOL FOR DECISION MAKING
Abstract
Financial Statement Analysis and Interpretation is a very vital instrument of good management...
KNOWLEDGE, ATTITUDE AND PRACTICES OF WOMEN TOWARDS FAMILY PLANNING SERVICES
ABSTRACT
This study was carried out to assess the knowledge, attitude and practices of women towards family planning ser...
LEADERSHIP STYLE AND ITS IMPACT ON ORGANIZATIONAL PERFORMANCE
Abstract
This project is designed to investigate leadership styles and its impact on organizational per...
