Customer Satisfaction: An Insight Towards E-Commerce

Abstract

Today the world is becoming digital in every part. The internet-services are charming with ‘popularity’ (fame) and the vital facet for the communication growth technologies are creating (making) a very fast improvement. Every year National Technology Day is celebrated on May 11 and this year theme is \'An Integrated Approach to Science and Technology for a Sustainable Future\'. As Technology is substituting the phase of traditional methods of buying and selling in terms of online e-commerce. Now-a-days folks choose to purchase or shop the products (goods) by just 1 click (one single click), by via gadgets. E--commerce firms provide extreme service quality to the users or customers, and also preserve trust of users (customers) and satisfaction. Website value is ‘central-objective’ for acquiring customer satisfaction and e-commerce website triumph. Based on TAM (total addressable market) model, let us analyse the effect of customer satisfaction. Website quality may consist of three dimensions: system quality, service quality and information quality.

Introduction

I. INTRODUCTION

At present almost all business companies use technology than the traditional approach. As the Traditional shopping(offline) actions need visiting to a shopping centre to shop and a time-consuming process, so now it can be done at anywhere and at anytime without any restrictions.

The e-commerce which is broadly or widely speeded to carry-out business in online process. Handling this internet (e-commerce) websites, is easy for the customers. Development of ecommerce hip-in India is quick & prompt. Data reportal website it is said that “there were 658.0 million internet users in India in January 2022”.

The objectives of customer satisfaction and insight towards e-commerce are: - 1). The establishment(organization) can surge the sales and also it could increase the (profit) revenue. Other factors which affect the customer satisfaction can be the attractive web design, promotions, services, and information quality and the eminence.

 2)In order towards to attain the headship (leadership) in the market of online, then it is necessary (important) for the organizations or firms to promise the ecommerce quality (assurance) and satisfaction of customer.

II. LITERATURE REVIEW

Customer satisfaction using TAM (total addressable market) approach could be redefined as conventional beliefs of sets which is implemented (held by) an online ecommerce and other aspects such as attitudes of users (customers).

III. METHODS & FINDINGS

As per TAM (total addressable market) approach the process of measuring in a bid to test the research model and achieve the research objectives, a survey questionnaire was conducted among Indian e-commerce customers.

The findings adopted a structured self-oriented questionnaire or opinion poll tool for data collection. In line with the research model in the above figure, the questionnaire consisted of three parts. The first part included general questions pertaining to Indian customer usage of B2C e-commerce. The second part aimed to seek e-commerce customer opinions to measure the study constructs toward B2C e-commerce.

TAM

TAM stands for Total Addressable Market which can defined as the concept of the overall total market demand for your product. For example, to make it clear if every person needs your product, then they do make up a purchase and therefore income is generated.

In three ways the TAM can be calculated

1. Top-down approach
2. Bottom-up approach
3. Value-theory approach

Features of TAM are as following: -

a. Your market share will be known

b. You will be aware about costs and market demand

c. Strategy in market penetration

Conclusion

A study on customer satisfaction in e-commerce (online shopping) using TAM is going to be a new aspect. The desire of this research paper is all about customer satisfaction during online shopping. The concept of ‘shopping online’ (e-shopping) in ‘websites’ to attain (reach) more users (customers) and hassle-free shopping experience. Based on customer’s surveys in various aspects, we can conclude that today it is more on online shopping than the traditional approach. With the strongly expansion of technology, the customer satisfaction is the main goal for any of the organizations and in today’s competitive phase, the process of keeping up the existing customers has become a greatest challenge.

References

[1] M. Mayasari, The Influence of E-Service Website E-Commerce Quality to E-Customer Satisfaction, Advances in Social Science, Education and Humanities Research, volume 298 [2] Dr. C. VIJAY VISHNU KUMAR, Assistant Professor in Commerce and Management, A STUDY ON THE CUSTOMER SATISFACTION TOWARDS AMAZON, 2019 JETIR February 2019, Volume 6, Issue 2 [3] Dr. Sunanda Jindal, International Journal of Advance and Innovative Research Volume 7, Issue 1 (VIII): January - March, 2020 [4] Mustafa I. Eid, DETERMINANTS OF E-COMMERCE CUSTOMER SATISFACTION, TRUST, AND LOYALTY [5] https://www.ibef.org/industry/ecommerce [6] https://www.delightchat.io/ecommerce-glossary/total-addressable-market

Copyright

Copyright © 2022 Likhitha M. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.