Customer Satisfaction And E Loyalty

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

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.

It is the ability of a company of being fast and quick in deliveries. It’s the time that goes from customer asking for a product or service to the receipt of it.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

The idea behind this study is of great significance because e-commerce (online shopping) has grown tremendously since the turn of the century. It has shaped the way people do shopping for the most part.

The continuous development of Internet leads to the growth of e-commerce. The electronic commerce is growing constantly due to the continuously increasing number of mobile and online users in the market, primarily the emerging markets. Besides that, the development of the Information Technology (IT), such as the advance of paying processes and the improvements of shipping method also the main reason to cause the growth of electronic commerce (John Ingham, 2015). Most consumers accept e-commerce as their feasible alternative in the purchase of goods and

Customer satisfaction has been a famous topic in marketing practice and study research since Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. In spite of many try to measure and explain customer satisfaction, there still does not show to be a accord regarding its explanation (Giese and Cote, 2000). Customer satisfaction is commonly outline as a old used idea judgment concerning a specific work or service (Gundersen, Heide and Olsson, 1996). It is the answer of an estimate process that against pre purchase requirements with perceptions of performance during and after the consuming know-how (Oliver, 1980).

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).

Satisfaction is the act of fulfilling a need, desire, or appetite, or the feeling gained from such fulfillment.

The two types of investigation that would be needed is a field study interviewing customers immediately after their visit to a retail establishment and an on-line survey after the computer user visited the website. In both surveys, questions regarding customer service will be asked. They would inquire as to the details that pertained to their specific opinion of that day’s retail service quality. The service quality could be questioned immediately after the persons’ shopping experience; whether in person as they exited the store or on-line, which should help with their ease of recall. Questions would pertain to reliability, problem solving, and their personal interaction, as well as the store policies. Personal interaction would be determined by using a graded scale of the customer’s perception of their attitude, problem solving, and overall care by the sales professional.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

Information systems literature infers that satisfaction is the consumer’s level of fulfilment with a system, as well as with the system output (Petter et al., 2008). Notably, many studies do not distinguish between information satisfaction and system satisfaction as separate constructs for instance, (Wixom and Todd, 2005; Ghobakhloo et al., 2013)Within the electronic commerce context, consumer satisfaction may be described as the feeling or reaction of a consumer regarding his/her experiences with different aspects of the electronic commerce system

This proposal examines customer satisfaction models for assessing the relationship of overall satisfaction with a product or service and satisfaction with specific aspects of the product or service for organizations having multiple units or subunits. These units could be

In today’s competitive world, Service Quality is becoming one of the most strategic tools in measuring customer satisfaction. (Gustafsson, Johnson and Roos, 2005). To create high level of satisfaction and to develop a strong relationship with customers, customer satisfaction is very important (Deng et al., 2009). Due to these reasons, the companies consider customer satisfaction as very important element while devising their core strategies.

2. Theoretical backgrounds 2.1 Internet shopping mall Internet shopping allows the purchaser to search and survey the information on service or product by accessing internet shopping site through internet in remote place instead of retail shop as a physical space, and then enables to select or order the goods, and ultimately pay the money using credit card to purchase the goods/services (Ruth, 2000). It is defined as the collective concept of on-line shops having the products in a variety of lines where advertisement and exhibition of the products for internet shopping is carried out through electronic shopping mall, server is equipped with data like prices, structures, characteristics of various products, webpage provides information on the product together with multi-media information (Hoffman and Novak, 1996). Internet shopping mall is characterized by connecting producer directly with final end-user while traditional off-line market comprises four steps from producer through final consumer. In addition, it is rarely restricted by time/space, and easy to acquire information from customer. Traditional commercial transaction requires a large amount of investment to maintain fixed assets and human resource, while e-commerce requires investment mainly for system installation only. Besides, in terms of