Paper Contents
Abstract
In the evolving landscape of e-commerce, understanding customer experience has become crucial for businesses aiming to enhance their digital presence and drive engagement. This study investigates customer e-experience with a specific focus on Amazon, one of Indias leading e-commerce platforms. By analyzing various dimensions of the online shopping journey, including user interface, customer service, transaction security, and overall satisfaction, this research aims to identify key factors influencing customer perceptions and preferences. Using a mixed-method approach, the study combines quantitative surveys and qualitative interviews to gather insights from a diverse sample of Amazon users. The findings reveal critical aspects of the e-experience, such as ease of navigation, responsiveness of customer support, and reliability of delivery services. Additionally, the research highlights areas for potential improvement and provides actionable recommendations for Amazon to enhance its service quality and customer satisfaction. The results offer valuable implications for e-commerce practitioners and stakeholders, contributing to a deeper understanding of customer behavior in the digital marketplace. By addressing the identified challenges and leveraging the opportunities, e-commerce platforms can better align their strategies with customer expectations, ultimately fostering greater loyalty and engagement.
Copyright
Copyright © 2024 Tejas Kumar K S. This is an open access article distributed under the Creative Commons Attribution License.
