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Role of E-Commerce in Improving Customers Satisfaction

Role of E-Commerce in Improving Customers Satisfaction

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DEDICATION

This research material, titled “Role of E-Commerce in Improving Customers Satisfaction” is dedicated to God for His boundless grace and guidance. It is also a tribute to all computer enthusiasts whose contributions made my research journey smoother and enriched my documentation process, making the experience truly fulfilling.



ACKNOWLEDGEMENT

I am profoundly grateful to everyone who contributed to the successful completion of this project. I am especially grateful to my Supervisor (Name), the Head of Department (Name), and the Lecturers in the Department of Business Administration and Management (BAM) for their invaluable guidance and support. I also acknowledge the contributions of authors and scholars whose works on Role of E-Commerce in Improving Customers Satisfaction provided essential insights. Special thanks go to my study area (and any funding organizations, if applicable) for their financial assistance. I am equally thankful to stakeholders, including mentors, teachers, and colleagues, for their encouragement and support. Finally, I deeply appreciate my family and friends for their patience and unwavering support throughout this journey. Your contributions have been instrumental in making this research a reality.



TABLE OF CONTENTS

PRELIMINARY PAGES

CHAPTER ONE

INTRODUCTION

    CHAPTER TWO

    LITERATURE REVIEW

    • 2.1 Introduction
    • 2.2 Conceptual Review
    • 2.3 Theoretical Framework
    • ⋮
    • 2.4 Empirical Studies
    • 2.5 Research Gaps
    • 2.6 Summary of Literature Review

    CHAPTER THREE

    RESEARCH METHODOLOGY

    • 3.1 Introduction
    • 3.2 Research Design
    • 3.3 Population of Study
    • 3.4 Sampling and Sampling Technique
    • 3.5 Validation of Research Instrument
    • 3.6 Method of Data Collection
    • 3.7 Method of Data Analysis
    • 3.8 Questionnaire Administration
    • 3.9 Ethical Consideration
    • 3.10 Statistical Analysis

    CHAPTER FOUR

    DATA ANALYSIS, RESULT AND DISCUSSION

    • 4.1 Introduction
    • 4.2 Presentation and Analysis of Data
    • 4.3 Re-statement of Research Questions
    • 4.4 Test of Hypotheses
    • 4.5 Discussion of Findings

    CHAPTER FIVE

    SUMMARY, CONCLUSION AND RECOMMENDATION

    • 5.1 Introduction
    • 5.2 Summary of Findings
    • 5.3 Conclusion
    • 5.4 Recommendation
    • 5.5 Suggestion for Further Study

    REFERENCES

    APPENDIX A - “QUESTIONNAIRE”


    ABSTRACT

    The research provides a conceptual and theoretical study on the role of E-commerce in improving customer s satisfaction . it elucidate on the nature, forms and significance of e-commerce Business. And depicts the impact of E- commerce on customer satisfaction. The research also provides a case analysis of Jumia.


    Role of E-Commerce in Improving Customers Satisfaction (A Case Study of Jumia)

    CHAPTER ONE

    Introduction

    E-commerce businesses may employ some or all of the following:

    • Online shopping web sites for retail sales direct to consumers
    • Providing or participating in online marketplaces, which process third-party business-to-consumer or consumer-to-consumer sales
    • Business-to-business buying and selling
    • Gathering and using demographic data through web contacts and social media
    • Business-to-business electronic data interchange
    • Marketing to prospective and established customers by e-mail or fax (for example, with newsletters)
    • Engaging in retail for launching new products and services for launching new products and services

    1.1 Background Of The Study

    The use of e-commerce websites can lead to accepting and satisfying intentions and then influence customer satisfaction behavior towards an e-commerce website Customer satisfaction is how satisfied a customer is with the supplied product/service. It is closely related to interpersonal trust [Geyskens, Steenkamp, Scheer, and Kumar 1996].

    [Zins 2001], stated , it is expected that a higher level of customer satisfaction will lead to greater loyalty. However, the impact of satisfaction on customer loyalty is rather complex. Fisher [2001] believes that customer satisfaction accounts for only part of why people change product or service providers. Other studies have shown that customer satisfaction is a leading factor in determining loyalty [Anderson and Lehmann 1994]. Anderson and Srinivasan [2003] found that both trust and perceived value, as developed by the company, significantly accentuate the impact of satisfaction on e-Journal of Electronic Commerce Research, VOL 12, NO 1, 2011 Page 81commerce loyalty. In a more recent study by Cyr [2008] it was found that website satisfaction is strongly related to loyalty in three countries: Canada, Germany, and China.

    Generally, loyalty has been defined as the repeat purchasing frequency or the relative volume of same-brand purchasing. Oliver [1997] defines customer loyalty as a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, thereby causing repetitive same brand or same brand set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior. In e-commerce, loyal customers are considered extremely valuable. Today, e-retailers are seeking information on how to build customer loyalty. Loyal customers not only require more information themselves, but they serve as an information source for other customers. Building customer loyalty is one of the biggest challenges for business to customer e-commerce. Several antecedents of customer loyalty have been proposed. Customer satisfaction and trust have been brought forward as a precondition for patronage behavior [Pavlou 2003] and the development of long-term customer relationships [Papadopoulou, Andreou, Kanellis, and Martakos 2001].

    The study by Kassim and Ismail [2009] found that services quality and vendor’s assurance to online customers, contribute to building trust and satisfaction thereby improving customer loyalty. These study shall therefore determine the role of e-commerce in improving customer service.

    1.2 Statement Of The Problem

    E-commerce constitute a significant business process of transacting modern business services as vast population of people are hooked to online services through the internet and various websites.

    However, creating customer satisfaction is pivotal to enhance customer loyalty and repeat patronage which is dependent on a number of factors.

    The problem confronting this research is to investigate the role of e-commerce in improving customer satisfaction. With a case study of Jumia

    1.3 Research Question

    1. What is the nature of e-commerce?
    2. What is customer satisfaction and what factors determine customer satisfaction in e-commerce?
    3. What is the role of e-commerce In improving customer satisfaction?
    4. How does Jumia e-commerce improve customer satisfaction?

    1.4 Objective Of The Study

    1. To appraise the nature of e- commerce business services
    2. To appraise customer satisfaction and factors determining customer satisfaction
    3. To determine the role of e-commerce in improving customer satisfaction
    4. To determine the Jumia e-commerce services in improving customer satisfaction

    1.5 Significance Of The Study

    1. The study shall provide a conceptual and theoretical appraisal of the nature of e- commerce
    2. The study shall determine the role of e-commerce in improving customer satisfaction
    3. The study shall provide information on e-commerce to organizations, IT professionals, and Business managers

    1.6 Statement Of Hypothesis

    1. H0 E-commerce product/service of Jumia does not have significant impact on customer satisfaction
      H1 E-commerce product/service of Jumia have significant impact on customer satisfaction
    2. H0 E-commerce security feature of Jumia does not have significant impact on customer satisfaction
      H1 E-commerce security feature of Jumia have significant impact on customer satisfaction
    3. H0 E-commerce user interface of Jumia does not have significant impact on customer satisfaction
      HI E-commerce user interface of Jumia have significant impact on customer satisfaction

    1.7 Scope Of The Study

    The study focuses on the role of e-commerce in improving customer service. It provides a conceptual and theoretical appraisal of the nature of e-commerce and the factors which determine customer satisfaction in e-commerce

    1.8 Definition Of Terms

    E-Commerce Is Defined

    E-commerce is a short term for electronic commerce, It consist of trading in products or services using computer networks, such as the Internet. Electronic commerce draws on technologies such as mobile commerce, electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems. Modern electronic commerce typically uses the World Wide Web for at least one part of the transaction’s life cycle, although it may also use other technologies such as e-mail.

    …

    CHAPTER TWO

    2.0 Literature Review

    2.1 Introduction

    This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the conceputal review, theoretical framework, the review of related literature …

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