Customer Satisfaction and Loyalty in Online Shopping: A Study on Amazon

Customer Satisfaction and Loyalty in Online Shopping: A Study on Amazon

Abdul Kalim Khan*1, Prof. Miss Ritika*2

*1researcher, Department of Management, School of Business, Galgotias University*2

Guide, Department of Management, School of Business, Galgotias University

ABSTRACT

Globally, the rise and quick development of e-commerce platforms has drastically changed how people make purchases. The affordability of smartphones, greater internet penetration, and enhanced digital payment infrastructure have all contributed to the significant rise in popularity of online marketplaces like Amazon India in India. Customer loyalty and satisfaction are now essential for maintaining profitability and guaranteeing long-term success in this fiercely competitive digital industry. In the context of Amazon India's e-commerce services, this study examines the connection between customer pleasure and customer loyalty. In particular, the study looks at how several aspects of services, such as product quality, delivery time, customer service, cost, and return/refund policies, affect consumer satisfaction, which in turn affects customer loyalty and intentions to make additional purchases.

A quantitative approach and descriptive study strategy were used. A structured online questionnaire was used to collect primary data from 150 respondents, who were regular Amazon India customers from a range of demographic backgrounds. To determine the main elements influencing client loyalty and satisfaction, the gathered data was examined using descriptive statistics and correlation analysis. The results show that the most important factors influencing consumer satisfaction are hassle-free return policies, prompt delivery, effective customer service, and high-quality products. Customer loyalty and customer happiness were found to be significantly positively correlated, confirming that happy customers are more inclined to advocate for the company, make repeat purchases, and be reluctant to move to rival platforms.

The report also identifies new elements that are becoming more significant in influencing consumer loyalty in India's changing digital retail environment, including website usability, customized shopping experiences, data security, and sustainable company practices. The study ends with practical managerial suggestions meant to improve customer satisfaction, keep devoted clients, and preserve Amazon India's competitive edge. The study's limitations and recommendations for additional research are also covered, highlighting the necessity of comparative and longitudinal investigations across various e-commerce platforms.

Keywords:
E-commerce, Amazon India, online shopping, customer satisfaction, customer loyalty, product quality, delivery speed, customer service, return policy, and consumer behavior.