Customer Satisfaction and Loyalty of E-commerce in India

The fierce competition in E-commerce has forced the companies to focus on providing customer satisfaction and gain customer loyalty. Thus, measuring the parameters which drive customer satisfaction is very important for the long-term growth of the businesses. This research work makes an attempt to identify the factors which influence the loyalty and satisfaction of customers in organized E-commerce sites. The samples are collected from users who regularly do the transactions in E-commerce sites in metro cities, majorly Delhi NCR and Mumbai. The study also identifies relative importance of factors affecting satisfaction. Attention has been given to cover all the major factors with special emphasis on the logistics part.