A Study Over Constructive Role of Delivery Services in Intensifying Customer Loyalty in E-Commerce Business: An Empirical Study in Delhi

Abstract

The internet has evolved into a trustworthy community for the transaction of items and services. Because online purchases do not include face-to-face interaction, a variety of factors may impact on purchasers' purchasing intentions. Aside from appearance and usefulness, trust is an important factor that determines customers' decisions about an online business. Online retailers must devise tactics to keep loyal and trustworthy clients. This paper investigates the development and/or enhancement of customer loyalty in online retail. The COVID-19 epidemic has accelerated global market e-commerce growth and strengthened ties amongst online merchants. Businesses look for more sophisticated online shopping dimensions models. It can be used to customize services for customers. With the introduction of electronic commerce and online consumer buying patterns, theorists and practitioners of marketing have begun to understand the importance of developing and sustaining e-loyalty in electronic marketplaces. Managing client trust, happiness, and loyalty sentiments when using the services of e-commerce is critical for long-term business success. It becomes more crucial for online shopping as e-commerce competition heats up. sample of 320 respondents from e-commerce business has been considered in the study to know the role and impact of delivery services in intensifying customer loyalty in e-commerce business and the study concludes that there is significant impact of delivery services in intensifying customer loyalty in e-commerce business.