A Study on the Customer Satisfaction and Customer Loyalty of Furniture Purchaser in on-Line Shop

Online purchasing is becoming more and more practical thing for contemporary customer. It is explained by high internet penetration in every country, lower cost than in retail network, door to door delivery. Internet plays an important role nowadays; therefore it creates a new market, which sometimes is quite difficult to measure. Online shopping is different from the B&M shopping due to the fact that there is no physical presence of goods, from other standpoint internet is able to sell way more services and motivation and decision making process directly connected to the feedbacks.

The trend toward shopping using the Internet is growing faster than expected (Cramer, 2014). Since Internet has become popular medium for people to shop, more companies then launched online shopping platform. With this new platform, they were able to do sales directly to their customer.

Although the recent development of the Internet has skyrocketed business sales for the average e-commerce company, there are many advantages that they are missing out on that a brick and mortar organization can provide. So where is the ultimate middle-ground a firm can search for when aspiring to provide quality products and quality customer service in the most efficient way? The following is a discussion on the differences between brick and mortar retail and e-commerce followed by a description of what the final solution is to solve this problem.

As technology has evolved it has transformed society for many people around the world. Within the last few years e-Commerce has become one of the ideal ways of shopping as individuals enjoy online shopping because of its easiness and convenience. The ease of buying products or services from the privacy of your own home anytime of the day. Buying options are reduced to a minimum with the ability to transfer funds online. Because of its accessibility, consumers can save time as well as money by searching for everything online. One of the advantages that ecommerce operations interact with it customers is providing effective customer service and convenience. It is an important factor causes of shopping intention. The location is

This study is to identify the relationship between customer satisfaction and loyalty in online shopping . Results indicate that when consumers perceive brick

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Almost all merchants are already or trying to have their own website to sell their products or services. However, many stores have not clear how they institute the amount of their sales through the online cubes. In my research paper, I focus on to what extend the online platform compete with the retail shopping. There are theoretical research model and practical cases to identify the determine factores of cumers behaviors. Then analyzing how can the side of sell compete the physical stores, and how to occupied the market shares in a short time. Therefore, I will from the possible factors, perceived risk, consumer resources, service quality, subjective norms, product variety, convenience and website factors are the main possible factors, to figure out to what degree they affect consumers’ adoption of online shopping.

E-commerce is the stores that provide service for customers via online. It sells a variety of products such as foods, drinks, and many others. It has different sectors which have many classes of businesses. For example online supermarkets are starting to grow today. Previously, have the physical stores or traditional stores but they build an e-commerce now. When e-commerce is becoming popular, they start to do it to get more profit. This essay will examine and evaluate how e-commerce has altered business practices in supermarket, including e-commerce grows very fast, profitable business and convenience for customers, enjoyable and comfortable to shop, and detail information in the e-commerce websites. It also will argue and evaluate the main tactics to increase the profit of internet trading, are convenience delivery home, having good marketing, and providing electronic transaction and good electronic assistance.

Customer loyalty is an important element for the companies for being successful in the competitive world. Therefore, companies always try to increase the number of loyal customers and the degree of their customers’ loyalty. For obtaining this, the elements, which cause a decrease in customer loyalty, must be learned carefully. The reasons for the decrease in customer loyalty are: (Coroglu, 2002)

Customer service is the process of interacting with the customers and the companies to understand the customers’ demands and queries. The customer service is there for each top restaurant who wants to provide a better dining experience to their customers and to get feedbacks from them (Huemer and Setzer, 2011). The customer service helps the company or the restaurants to understand the needs and demands of its customers. By doing that, the company can retain their customers who become loyal to the restaurant after certain period of being served and thus, the restaurant wins the heart of its customers. The main objective in carrying out this research is to determine the importance of customer service process in the acquisition of customer loyalty and their retention to the restaurants in UK by taking the special reference of top two restaurants where one is Berners Tavern and another is New London Café.

There are a lot of websites on internet whereby it offer a variety of product and services for consumer can find and buy through online such as shoe, apparel, sun glasses and more Moreover, the online also provides some of the services which is paying bill online, booking a transport ticket and more. In this research, we are looking the problem addressed in this research which is the view of online shopping by consumer.

It is generally recognized that there are linkages between service quality, customer satisfaction and loyalty Caruana, (2002). However Oliver (1999) stated that the suggestion that satisfaction generates loyalty in erroneous, with between 65% and 85% of satisfied customers defecting to other suppliers. There have been a number of studies that have looked at the antecedents of loyalty, including value, levels of functional and emotional risk, and brand reputation, trust, effect and preference. A number of studies by various researchers (Caruana, 2002; Oliver, 1999) have contributed to the understanding of the relationship between the consumer and provider.

Consumers have now more alternatives and a greater selection of products and information. They benefit from higher price transparency which is two edged for the companies. However, there are new limitations of electronic shopping for consumers compared to the bricks and mortal retailing. The shopping experience, habits and the way to evaluate the choice of product is different. On the internet one is not able to use all five senses like touching, smelling, tasting, seeing and hearing. There is less personal attention for the buyer and one can not buy with cash money. The fact that consumers are able to search for more information on the products and prices has also the disadvantage that the information is very broad and often not practical. People get “lost in hyperspace” (Van Baal, 2006). Another critical for breakthrough of online retailing is privacy and security concerns.

So in this paper, we will discuss online retail and e-commerce as a whole. We will look at it’s history and current impact. Then we will make some

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