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VOL. 5, ISSUE 2 (2023)
Evaluating customer satisfaction through the excellence of service delivered by an E-commerce entity
Authors
Ganga Khanal
Abstract
This study examines the customer Satisfaction Through the excellence of
service delivered by an E-commerce entity. Data was collected from 384 customers
using a self-administered questionnaire on a five-point Likert scale. The study
revealed a positive correlation between User experience, Customer value,
Promotion, Brand Image, Price, and Customer Satisfaction. Further analysis
through regression found that User experience, Customer value, Brand Image, and
Price are the primary factors affecting Customer Satisfaction. Consequently, it
is concluded that if Ecommerce organizations prioritize policies related to
User experience, Customer value, Brand Image, and Price in favor of customers,
it is highly likely that Customer Satisfaction can be increased. Based
on the data analysis, it seems that focusing on user experience, customer
value, brand image, and price can have a significant impact on customer
satisfaction in e-commerce organization. By prioritizing these factors and
developing policies that cater to customers' needs and preferences, e-commerce
organizations can improve their performance and generate profits. It's important
to keep in mind that customer satisfaction is a critical aspect of e-commerce
success, and organizations that prioritize it are more likely to build loyal
customer bases and succeed in the long run.
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Pages:83-90
How to cite this article:
Ganga Khanal "Evaluating customer satisfaction through the excellence of service delivered by an E-commerce entity". International Journal of Finance and Commerce, Vol 5, Issue 2, 2023, Pages 83-90
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