Thesis Abstract

Abstract
The advent of online retailing has transformed the way businesses interact with customers, offering convenience and accessibility unmatched by traditional brick-and-mortar stores. As businesses strive to thrive in the competitive digital marketplace, understanding the factors influencing customer satisfaction becomes imperative. This thesis presents an in-depth analysis of the various factors that impact customer satisfaction in online retailing, employing a statistical approach to derive meaningful insights. Chapter One provides the foundation for the study, introducing the research topic, outlining the background of the study, stating the problem statement, objectives, limitations, scope, significance, structure of the thesis, and defining key terms. The subsequent chapter delves into a comprehensive literature review, exploring existing research on customer satisfaction in online retailing and identifying gaps that this study aims to address. Chapter Three outlines the research methodology employed in this study, detailing the research design, data collection methods, sampling techniques, and statistical tools used for data analysis. The chapter further discusses the validity and reliability of the research findings, ensuring the robustness of the study. Chapter Four presents the findings of the statistical analysis, offering insights into the factors that significantly influence customer satisfaction in online retailing. Through regression analysis, correlation studies, and other statistical techniques, this chapter uncovers patterns and relationships that shed light on customer behavior and preferences in the digital marketplace. The concluding chapter synthesizes the key findings of the study, drawing actionable conclusions and recommendations for businesses seeking to enhance customer satisfaction in online retailing. By understanding and addressing the factors identified in this study, businesses can optimize their online operations and improve customer loyalty and retention. In conclusion, this thesis contributes to the existing body of knowledge on customer satisfaction in online retailing by offering a statistical perspective on the factors influencing customer perceptions and behaviors. The insights derived from this study have practical implications for businesses looking to thrive in the dynamic landscape of e-commerce, guiding strategic decision-making and enhancing the overall customer experience.

Thesis Overview

The research project titled "Analysis of Factors Influencing Customer Satisfaction in Online Retailing: A Statistical Approach" aims to investigate and analyze the various factors that affect customer satisfaction in the context of online retailing. With the increasing prevalence of online shopping platforms, understanding what drives customer satisfaction is crucial for businesses to thrive in the competitive e-commerce landscape. This study will employ a statistical approach to identify and analyze the key factors that influence customer satisfaction in online retailing. The project will begin with a comprehensive literature review to provide a solid theoretical foundation for the study. This review will explore existing research on customer satisfaction in online retailing, including relevant theories, models, and empirical studies. By synthesizing and analyzing the literature, the study will identify gaps in the current understanding of the factors influencing customer satisfaction in online retailing. The research methodology will involve collecting and analyzing data from online retail customers through surveys or interviews. Statistical methods such as regression analysis, correlation analysis, and factor analysis will be used to examine the relationships between various factors (such as website design, product quality, pricing, customer service, and delivery speed) and customer satisfaction. The findings from the data analysis will provide valuable insights into the relative importance of different factors in shaping customer satisfaction in online retailing. The discussion of findings section will present a detailed analysis of the research results, highlighting the key factors that significantly impact customer satisfaction in online retailing. The implications of these findings for online retailers will be discussed, offering practical recommendations for improving customer satisfaction and enhancing overall business performance. The limitations of the study will also be acknowledged, along with suggestions for future research to address these limitations and build on the current findings. In conclusion, this research project on the analysis of factors influencing customer satisfaction in online retailing using a statistical approach has the potential to contribute valuable insights to the field of e-commerce and customer relationship management. By understanding the key drivers of customer satisfaction in online retailing, businesses can make informed decisions to enhance the online shopping experience for their customers and ultimately improve their competitiveness in the digital marketplace.