TY - GEN
T1 - AN EMPIRICAL STUDY OF CUSTOMER SATISFACTION AND LOYALTY IN B2C E-COMMERCE AMONG INDIAN YOUTHS
AU - Reddy, Bussu Srikar
AU - Cholleti, Sumanth
AU - Viswanathan, Sriram Kalpathy
AU - Mathew, Asish Oommen
N1 - Publisher Copyright:
© 2023 Proceedings of the International Conferences on e-Society 2023, ES 2023 and Mobile Learning 2023, ML 2023. All rights reserved.
PY - 2023
Y1 - 2023
N2 - Loyal customers are essential for a business' success in an e-commerce environment. Despite the e-commerce industry's explosive expansion and popularity, businesses continue to have trouble winning over and keeping customers. Therefore, businesses must research the factors influencing customer loyalty in order to ensure their survival in a highly competitive market. This study assesses the influence of variables including online shop image, online shopping expectation, purchasing experience, perceived value, customer satisfaction, and website trust on B2C E-commerce customer loyalty. Indian youths were the study's target group, and a questionnaire survey was used to collect data from them. The main findings of this study show that customer satisfaction and the online shopping image have a substantial impact on customer loyalty. Online shopping image, privacy, and buying experience were proven to have a substantial impact on customer happiness. This study contributes to a deeper knowledge of the variables influencing customer loyalty and happiness in an e-commerce environment, particularly among young people.
AB - Loyal customers are essential for a business' success in an e-commerce environment. Despite the e-commerce industry's explosive expansion and popularity, businesses continue to have trouble winning over and keeping customers. Therefore, businesses must research the factors influencing customer loyalty in order to ensure their survival in a highly competitive market. This study assesses the influence of variables including online shop image, online shopping expectation, purchasing experience, perceived value, customer satisfaction, and website trust on B2C E-commerce customer loyalty. Indian youths were the study's target group, and a questionnaire survey was used to collect data from them. The main findings of this study show that customer satisfaction and the online shopping image have a substantial impact on customer loyalty. Online shopping image, privacy, and buying experience were proven to have a substantial impact on customer happiness. This study contributes to a deeper knowledge of the variables influencing customer loyalty and happiness in an e-commerce environment, particularly among young people.
UR - https://www.scopus.com/pages/publications/85181533426
UR - https://www.scopus.com/pages/publications/85181533426#tab=citedBy
M3 - Conference contribution
AN - SCOPUS:85181533426
T3 - Proceedings of the International Conferences on e-Society 2023, ES 2023 and Mobile Learning 2023, ML 2023
SP - 219
EP - 226
BT - Proceedings of the International Conferences on e-Society 2023, ES 2023 and Mobile Learning 2023, ML 2023
A2 - Kommers, Piet
A2 - Sanchez, Inmaculada Arnedillo
A2 - Isaias, Pedro
A2 - Rodrigues, Luis
PB - IADIS Press
T2 - 21st International Conference on e-Society, ES 2023 and 19th International Conference on Mobile Learning, ML 2023
Y2 - 11 March 2023 through 13 March 2023
ER -