Role of AI analytics, digital influencers and sustainable stratagies

The first thought and fundamental question which ignited the thesis was “how to satisfy customers with limited product differentiation?” from the extant literature the research identified key dimensions of service quality. The thesis concluded that overall service quality has a positive significant relationship with customer satisfaction. The finding was supported by other researchers Cronin CTaylor, 1992; Buttle ,1996; Koushiki Choudhury, 2010; Awantha Priyanath, 2018.Further, it was established that Tangibility, Reliability, and Responsiveness have great predictive power on customer satisfaction, implying that enhancement of these three dimensions will result in increased customer satisfaction. From 11 hypotheses 5 hypotheses have been accepted by statistical analysis, resulting in understanding the dynamic relationship of service in an enhanced way. Furthermore, the thesis was able to differentiate between different customer groups on the basis of their demographics C transactions and their influence on different dimensions of service quality. The finding of the study pointed out those female customers, old aged customers, lower income group, occasional visitors and saving accounts holders of the amazon have more impact on service quality than other groups of customers. The findings of the thesis are simple yet effective in providing services according to the customer’s preference. A service provider can easily segregate customer and serve them with their preference. Moreover, crucial dimensions of service quality had been identified by the research which can be improved and enhanced for better results. The thesis will of great interest for new amazons that will enter the market soon. Overall, the study can be replicated by amazons and financial institution. The findings of the study should be valuable as it will help in increasing customer satisfaction and ultimately increased market share. To conclude this thesis has achieved what it intended to focus, that is to understand the service quality and its dynamic relationship with customer satisfaction. It is hoped that amazons can be benefitted from the research by means of differentiating itself from others and achieve synergy between satisfaction with improved service quality.

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