Oruganti Cheena Rao
Commerce
March 2023
Globalization and technological innovation have caused the electronic commerce (e-Com) industry to expand significantly and experience intense rivalry. A sample of 539 respondents in Tamil Nadu State, India, were chosen for this research by a simple random sampling procedure in order to evaluate the conceptual framework of customer perception on service quality in online company and its influence on satisfaction and loyalty through e-commerce business. The findings showed that, with the exception of educational background and neighborhood status, there is a significant relationship between customer demographics like marital status, gender, and awareness of how to use email and the internet and the quality of the e-service, customer satisfaction, and loyalty. Apart for customization, the qualities responsiveness and trust were emphasized as important determinants of consumer pleasure and loyalty. According to research on the relationship between customer happiness and loyalty, every factor under satisfaction was strongly and favorably related to loyalty.
224- 231
© Airo Journals 2021
