Influence of E-Marketing Strategy on Customer Satisfaction
| Autor: | Das R Harshit, Giridhar B Kamath, Rao Potti Srinivasa, H. C. Shiva Prasad |
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| Přispěvatelé: | Harshit R. Das |
| Rok vydání: | 2019 |
| Předmět: |
Service (business)
Service quality General Computer Science business.industry media_common.quotation_subject Best practice computer.software_genre Marketing strategy Mechanics of Materials E-SERVQUAL model customer satisfaction customer experience e-service quality e-marketing strategy Quality (business) Customer satisfaction Electrical and Electronic Engineering Web service Marketing business computer Reliability (statistics) Civil and Structural Engineering media_common |
| Popis: | Over the past two decades, several attempts were made to provide best practices for e-service quality measurement and e-marketing strategy. It is always necessary to measure the performance quality of web services using different means such as E-SERVQUAL model. The customer satisfaction gets enhanced after measuring the E-service quality in a service-based company. The proposed study uses E-SERVQUAL model for measuring the service quality of an E-commerce Company. The survey questionnaire method is used to collect responses from customers of the company via email and newsletters. The results indicate that factors: efficiency, reliability, assurance and security in the e-service system are in favorable condition and factor: responsibility is not in the favorable condition that affects the customer satisfaction level of the company. Managerial implications are proposed with the help of theoretical study of e-marketing strategy 2P+2C+3S to enhance customer satisfaction of the company |
| Databáze: | OpenAIRE |
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