Volume 3 Issue 2 | 2026 | View PDF
Paper Id: IJMSM-V3I2P122
doi: 10.64137/30485037/V3I2P122

A Study on Customer Satisfaction and Loyalty in E- Commerce Platform

Ms. R. Sangeetha, R. Jayasri

Citation:
Ms. R. Sangeetha, R. Jayasri, "A Study on Customer Satisfaction and Loyalty in E- Commerce Platform" International Journal of Multidisciplinary on Science and Management, Vol. 3, No. 2, pp. 193-196, 2026.

Abstract:
This study analyses the determinants of customer satisfaction and its impact on loyalty within the E-commerce platform. With the rapid growth of online shopping, it has become important to understand the factors that influence customer satisfaction and build customer loyalty for maintaining long-term competitiveness. This research collects primary data through surveys and interviews and secondary data from published reports and literature. These key factors examined include Product quality, Pricing transparency, delivery efficiency, return and refund policies, digital payment convenience, customer support, website usability, and personalization. Statistical analyses tools, including correlation and regression techniques, chi square test are applied evaluatethe relationships between these factors and customer loyalty outcomes. These findings indicate that easy to use, trust in the platform, reliable delivery, effective return management, product accuracy, and personalized experiences significantly enhance both of the satisfaction andloyalty. Moreover, loyalty programs and positive postpurchase experiences strengthen repeat purchasing behavior and promote positive word-of-mouth. This study confirms that high customer satisfaction is a critical origin of brand loyalty in the digital retail environment and highlights operational and strategic areas for managers to reinforce customer retention. These insights inform E-commerce long-term relationships, and gain competitive advantage in the increasingly competitive digital marketplace.

Keywords: E-Commerce, Customer Satisfaction, Customer Loyalty, Online Shopping, Post-Purchase Experience, Service Quality, Chatbots, Rewards, Promotion.

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