Customer Satisfaction and Loyalty in E-Commerce Research Paper by Contactgreen

Customer Satisfaction and Loyalty in E-Commerce
Presents research to investigate the ability to enhance customer satisfaction and loyalty in e-commerce in the UAE and the UK.
# 147718 | 14,515 words | 39 sources | APA | 2011 | IN

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This paper utilizes a literature review of the e-commerce industry and an original quantitative descriptive survey of individual and company representatives in both the UK and UAE to ascertain how e-commerce applications can be designed to increase customer satisfaction and loyalty. Next, the author reviews the findings and indicates recommendations based on these studies. The paper concludes that the core challenge to e-commerce business in both countries is to design customer strategies that balance the intricate relationship between technology maximization and profit maximization. Data tables and the questionnaires are included in the paper.

Table of Contents:
Study Objectives
Problem Statement
Significance of Study
Structure of the Study
Literature Review
Definition and Importance of E-Commerce
Types of E-Commerce
Importance of e-CRM and e-Tailing
The Big Question
Value perceptions in E-Commerce
Research Design
Target Population and Sample
Data Gathering Instruments
Ethical Issues
Data Analysis
Presentation of Findings
Significance of Trust
Value Perceptions of Firms
Maturity of E-commerce in the UK
Brand Image Building and E-commerce
Use of Technology
Questionnaire for Individuals
Questionnaire for Company Representatives

From the Paper:

"An exclusive factor associated with e-loyalty is the crucial role played by the first impression that is represented by a website in terms of the convenience with which it can be used. Technology plays an important role in e-commerce because customers perceive server reliability, navigation; fast page loading, fast shopping and checking out procedures as crucial factors for transacting on websites. The convenience associated with websites is amongst the main factors that lead to customer satisfaction, which further impact the decision to revisit the website."

Sample of Sources Used:

  • Andam, Z.R (2003). E-commerce and E-business. Viewed <> [Accessed May 4 2010]
  • Burkey, J., College, G.B., & Delaware, W (2007). The Evolution of Electronic Commerce Education for Business. Journal of Education for Business, Vol. 35, Issue 2.
  • Carmen Timofte (2004) Additional payment methods in e-commerce. Economy Informatics, pp.29-32.
  • Chan, C. and Swatman P. (1999), B2B E-Commerce Implementation: The Case of BHP Steel. Internet Research. Vol. 10, Iss. 1,72
  • Cohen, L., Manion, L., & Morrison, R.B. (2007). Research Methods in Education, 6th Ed. New York, NY: Routledge

Cite this Research Paper:

APA Format

Customer Satisfaction and Loyalty in E-Commerce (2011, June 19) Retrieved February 06, 2023, from

MLA Format

"Customer Satisfaction and Loyalty in E-Commerce" 19 June 2011. Web. 06 February. 2023. <>