Service Quality and its Effect on Customer Satisfaction. Insights from E-Commerce Platforms

Research Paper (undergraduate) from the year 2024 in the subject Business economics - E-Commerce, grade: A, course: B.Com. Business Studies, language: English, abstract: The present study focuses on service quality and its effect on customer satisfaction, with specific reference to two leading e-commerce platforms, Amazon and Flipkart, in the context of Hyderabad, India. By focusing on Amazon and Flipkart, the study captures insights from two of the most widely used e-commerce platforms in India, known for their extensive product offerings, user-friendly interfaces, and large customer base. The geographical scope of the study is limited to Hyderabad, a metropolitan city with a diverse demographic profile and a high rate of e-commerce adoption, making it an ideal setting for the research. The findings of this study will help understand customer expectations, perceptions, and satisfaction levels in relation to the service quality dimensions. India's e-commerce market is expanding rapidly, fueled by increasing internet penetration, smartphone usage, and a growing preference for convenience in shopping. As competition intensifies among platforms like Amazon, Flipkart, and others, providing superior service quality has become a key factor in retaining customers and enhancing satisfaction. This study is essential to analyze the specific dimensions of service quality that Indian consumers prioritize and to identify how these factors influence customer satisfaction. Understanding the expectations and pain points of Indian e-commerce users can help platforms develop targeted strategies to address issues. Additionally, the study aims to suggest practical measures for improving service quality, enabling e-commerce platforms to meet the evolving needs of customers and foster long-term loyalty. By focusing on the Indian context, this research provides insights that can help e-commerce platforms enhance their competitiveness and customer experience in a rapidly evolving market