Key Drivers of Customer Satisfaction on the E-Commerce Business
DOI:
https://doi.org/10.55927/eajmr.v1i4.405Keywords:
customer satisfaction, e-commerce business, Amazon, eBayAbstract
To survive in the e-retail business, current online retailers should compete with others to retain their customers. Tremendous efforts are required to meet the expectations of demanding online customers. This means that online businesses should understand what key factors determine customer satisfaction to survive in the current e-commerce business. The aim of this paper is to analyze the key factors of customer satisfaction for e-commerce companies. The methodology of this study is based on the work of (Yoon, 2007), which consists of customer service, fulfilment/reliability, ease of use, product/service offering, and security and privacy. The world's two leading e-commerce companies - Amazon and eBay - were selected as best practice examples for this case.
References
ACSI. (2019). ACSI Retail and Consumer Shipping Report 2018-2019. In American Customer Satisfaction Index. https://www.theacsi.org/news-and-resources/customer-satisfaction-reports/reports-2019/acsi-retail-and-consumer-shipping-report-2018-2019/acsi-retail-and-consumer-shipping-report-2018-2019-download
Alam, S. S., & Yasin, N. M. (2010). An Investigation into the Antecedents of Customer Satisfaction of Online Shopping. Journal of Marketing Development and Competitiveness.
Amazon. (2019). Annual Report. Amazon.Com, Inc. https://www.annualreports.com/HostedData/AnnualReports/PDF/NASDAQ_AMZN_2019.pdf
Ankit, S. (2011). Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels : An Indian Banking Perspective. Information and Knowledge Management.
Ballantine, P. W. (2005). Effects of interactivity and product information on consumer satisfaction in an online retail setting. International Journal of Retail and Distribution Management. https://doi.org/10.1108/09590550510600870
Channelreply. (2016). What eBay Teaches Us About CRM. https://www.channelreply.com/blog/view/ebay-crm-strategy
Clement, J. (2019). Retail e-commerce sales worldwide from 2014 to 2023. Statista.Com.
Davey, L. (2019). The World Top’s Online Marketplaces 2019. https://www.webretailer.com/b/online-marketplaces
DHL. (2017). The 21st Century Spice Trade. https://www.dhl.com/content/dam/downloads/g0/press/publication/ g0_dhl_express_cross_border_ecommerce_21st_century_spice_trade.pdf
eBay. (2018). eBay Impact – Progress Update. https://static.ebayinc.com/assets/Uploads/Documents/eBay-Impact-2018-Progress-Update.pdf
Eid, M. I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research.
Fuhren, S. (2016). Driving Customer Satisfaction at eBay: Interview with Sascha Fuhren, Head of Business Excellence. https://www.processexcellencenetwork.com/lean-six-sigma-business-performance/interviews/driving-customer-satisfaction-at-ebay-interview-wi
Geldman, A. (2019). eBay vs Amazon: The World’s Top Marketplaces Go Head to Head. https://www.webretailer.com/b/ebay-vs-amazon/
Gertz, A. (2017). Three Best Practices to Improve Your Customer Service. https://community.ebay.com/t5/eBay-for-Busines
Goldstein, S. (2009). Superior customer satisfaction and loyalty: Engaging customers to drive performance. https://asq.org/quality-press/display-item?item=E1374
Griffis, S. E., Rao, S., Goldsby, T. J., Voorhees, C. M., & Iyengar, D. (2012). Linking order fulfillment performance to referrals in online retailing: An empirical analysis. Journal of Business Logistics. https://doi.org/10.1111/jbl.12002
Hinshaw, M. (2016). 8 customer service strategies you can steal from Amazon. https://www.mcorpcx.com/articles/8-customer-service-strategies-can-steal-amazon
Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Applications. https://doi.org/10.1016/j.eswa.2007.06.036
Huang, X., & Finch, B. J. (2010). Satisfaction and dissatisfaction in online auctions: An empirical analysis. International Journal of Quality and Reliability Management. https://doi.org/10.1108/02656711011075099
Khandelwal, R. (2019). Must-Know: The World’s Top Online Retail. https://marketrealist.com/2019/10/must-know-the-worlds-top-online-retailers/
Kotler, P., & Keller, K. L. (2016). Marketing Management. In Global Edition. https://doi.org/10.1080/08911760903022556
Koufteros, X., Droge, C., Heim, G., Massad, N., & Vickery, S. K. (2014). Encounter Satisfaction in E-tailing: Are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction? Decision Sciences.
https://doi.org/10.1111/deci.12056
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management. https://doi.org/10.1108/09590550510581485
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing. https://doi.org/10.1509/jm.15.0420
Lin, G. T. R., & Sun, C. C. (2009). Factors influencing satisfaction and loyalty in online shopping: An integrated model. Online Information Review. https://doi.org/10.1108/14684520910969907
Ludin, I., & Cheng, B. (2014). Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults. Management Dynamics in the Knowledge Economy.
Maplesden, P. (2019). The Best Selling Items on eBay in 2019. https://www.webretailer.com/b/best-selling-items-on-ebay
Papaioannou, E., Assimakopoulos, C., Sarmaniotis, C., & Georgiadis, C. K. (2013). Investigating customer satisfaction dimensions with
service quality of online auctions: An empirical investigation of e-Bay. Information Systems and E-Business Management.
https://doi.org/10.1007/s10257-012-0202-z
PricewaterhouseCoopers. (2016). They say they want a revolution. Total retail 2016. https://www.pwc.com/gx/en/retail-consumer/publications/assets/total-retail-global-report.pdf
Profitsourcery. (2015). What Are Amazon Customer Metrics? https://profitsourcery.com/wp-content/uploads/2015/02/What-are-Amazon-Customer-Metrics-ready1.pdf
Rakuten. (2019). Super Logistic. The Eternal Importance of Customer Satisfaction in Ecommerce. https://www.rakutensl.com/post/the-eternal-importance-of-customer-satisfaction-in-ecommerce
Shah, H. J., & Attiq, S. (2016). Impact of technology quality, perceived ease of use and perceived usefulness in the formation of consumer’s satisfaction in the context of e-learning. Abasyn J. Soc. Sci, 9(1), 124–140.
Szwarc, P. (2005). Researching customer satisfaction & loyalty: How to find out what people really think. Kogan Page Publishers.
Thirumalai, S., & Sinha, K. K. (2005). Customer satisfaction with order fulfillment in retail supply chains: Implications of product type in
electronic B2C transactions. Journal of Operations Management. https://doi.org/10.1016/j.jom.2004.10.015
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: the mediating role of last mile delivery. International Review of Retail, Distribution and Consumer Research. https://doi.org/10.1080/09593969.2019.1598466
Vishnoi, L. (2019). 10 Problems That Every E-commerce Faces and Their Solutions. https://acquire.io/blog/problems-solutions-ecommerce-faces/
Wu, M.-Y., & Tseng, L.-H. (2014). Customer Satisfaction and Loyalty in an Online Shop: An Experiential Marketing Perspective. International Journal of Business and Management. https://doi.org/10.5539/ijbm.v10n1p104
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing. https://doi.org/10.1002/mar.20030
Yen, C. H., & Lu, H. P. (2008). Effects of e-service quality on loyalty intention: An empirical study in online auction. Managing Service Quality. https://doi.org/10.1108/09604520810859193
Yoon, S. H. (2007). Determinants of online service satisfaction and their impacts on behavioral intentions. Journal of Korea Trade, 11(3), 23–52.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Muhammad Masyhuri
This work is licensed under a Creative Commons Attribution 4.0 International License.
.png)
