Thesis Abstract

Abstract
This thesis investigates the key factors that influence customer satisfaction in e-commerce platforms using a statistical approach. The study aims to provide valuable insights into the dynamics of customer satisfaction in the context of online shopping, a crucial area for businesses operating in the digital age. Through an in-depth analysis of various factors, including website usability, product quality, customer service, and delivery efficiency, the research aims to identify the most significant drivers of customer satisfaction in e-commerce settings. The research methodology involves collecting data from a diverse sample of e-commerce customers through surveys and interviews. Statistical analysis techniques, such as regression analysis and correlation analysis, will be employed to examine the relationships between different variables and customer satisfaction levels. The study will also explore any potential moderating or mediating effects that may impact these relationships. The findings of this research are expected to provide e-commerce businesses with actionable insights to enhance customer satisfaction and loyalty. By understanding the factors that drive customer satisfaction, businesses can tailor their strategies to meet the evolving needs and expectations of online shoppers. Additionally, the study aims to contribute to the existing body of knowledge on e-commerce customer satisfaction by offering a comprehensive and statistically rigorous analysis of the key factors at play. The significance of this research lies in its potential to inform strategic decision-making in the e-commerce industry. By identifying and prioritizing the factors that have the most significant impact on customer satisfaction, businesses can allocate resources more effectively and improve their overall performance in a highly competitive online market. Ultimately, the insights gained from this study can help e-commerce platforms build stronger relationships with their customers and drive long-term success in the digital marketplace. In conclusion, this thesis presents a detailed investigation into the factors influencing customer satisfaction in e-commerce platforms, using a statistical approach to analyze the data collected. By shedding light on the key drivers of customer satisfaction, this research aims to offer practical recommendations for businesses seeking to enhance their online customer experience and drive growth in the increasingly digital world of e-commerce.

Thesis Overview

The project titled "Analysis of Factors Affecting Customer Satisfaction in E-commerce Platforms: A Statistical Approach" aims to investigate the key factors that influence customer satisfaction in the context of e-commerce platforms. In recent years, the e-commerce industry has witnessed exponential growth, with more businesses shifting towards online platforms to reach a wider customer base. Customer satisfaction plays a crucial role in the success of e-commerce businesses as it directly impacts customer loyalty, retention, and overall profitability. The research will focus on utilizing statistical methods to analyze and identify the factors that significantly impact customer satisfaction in e-commerce platforms. By understanding these factors, businesses can make informed decisions to enhance their services, improve customer experience, and ultimately increase customer satisfaction levels. Key components of the study will include exploring the background of customer satisfaction in e-commerce, defining the problem statement, outlining the objectives of the study, and setting the scope and limitations of the research. Additionally, the significance of the study will be highlighted to demonstrate the importance of investigating factors affecting customer satisfaction in e-commerce platforms. The research methodology will involve collecting data from customers who have used various e-commerce platforms, analyzing the data using statistical techniques such as regression analysis, correlation analysis, and factor analysis, and interpreting the results to draw meaningful conclusions. The literature review will provide a comprehensive overview of existing studies and theories related to customer satisfaction in e-commerce, offering a theoretical framework for the research. Findings from the study will be discussed in detail, highlighting the key factors that significantly influence customer satisfaction in e-commerce platforms. The implications of these findings for e-commerce businesses will be explored, along with recommendations for improving customer satisfaction levels based on the statistical analysis. In conclusion, the research will present a summary of the key findings, implications for practice, and recommendations for future research in the field of e-commerce customer satisfaction. The project aims to contribute valuable insights to the e-commerce industry, helping businesses better understand and address the factors that impact customer satisfaction and drive long-term success in the digital marketplace.