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Title: Consumer Perception about the E_Satisfsaction Development Process with Reference to Online Retail Service Quality
Researcher: DVR.Subrahmanya Sastry.T
Guide(s): B. Madhusudhana Rao
Keywords: Social Sciences,Economics and Business,Management
University: Vignans Foundation for Science Technology and Research
Completed Date: 2017
Abstract: The modern concept of shopping is web based retailing or online retailing. As one of the market trends, online retailing has been widely used in retail industry and growth is increasing day by day in today s scenario. The major benefit of online retailing compared to other retail formats is the immense number of alternatives that become available to customers. Due to the massive potential of online retailing and growing size of online shoppers, the Indian online retailing spectrum gets flooded with plenty of online retailing entities. Online retailers in India are expanding their offerings to the online population outside metropolitan India and are also investing heavily in the infrastructure to support these cities. The main reasons behind the growth of online retailing in India is the rapid urbanization, rising literacy levels, a large percentage of young population, increased smart phone penetration, increasing adoption of computers, rapidly growing access to the internet and the reasonable rates at which the internet can be accessed. newlineIt is not just the metros that are fueling the online sales in India. The demand and supply gap in tier-II and tier-III cities where there is brand awareness, but no availability of products and services is also adding to this growth. The online retail purchase process flow comprises of information phase, agreement phase, fulfillment phase, and after-sales support phase. Customer e-Satisfaction has gained increasing attention and inspired considerable research during the past several years in the online environment. newlineThe most apparent difference between traditional and online retail services is the substitute of individual-to-individual interaction with individual-to-machine interaction and therefore, new, or sophisticated approaches to conceptualizing and measuring customer satisfaction may be needed for online retailing environment. Dimensions of service quality may change when customers interact with technology rather than with service staff. newline newline
Pagination: 320
Appears in Departments:Department of Management Studies

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