Analysis of Factors Influencing Customer Satisfaction in E-commerce Platforms: A Statistical Approach

Thesis Abstract

**Abstract
** The advent of the internet and the subsequent rise of e-commerce platforms have revolutionized the way businesses interact with customers. Customer satisfaction is a critical factor in the success of any e-commerce platform. Understanding the factors that influence customer satisfaction in this digital age is paramount for businesses to thrive. This thesis aims to delve into the analysis of factors influencing customer satisfaction in e-commerce platforms using a statistical approach. The study begins with an introduction that sets the stage for the research, discussing the background of the study, the problem statement, objectives, limitations, scope, significance, and the structure of the thesis. A comprehensive literature review in Chapter Two explores ten key factors that have been identified as crucial in influencing customer satisfaction in e-commerce platforms. This review provides a solid theoretical foundation for the research. Chapter Three details the research methodology, including the research design, data collection methods, sampling techniques, data analysis procedures, and ethical considerations. The methodology section outlines the steps taken to collect and analyze data to achieve the research objectives. Chapter Four presents the findings of the research, analyzing the data collected using statistical tools and techniques. The chapter delves into the relationships between various factors and customer satisfaction in e-commerce platforms, providing valuable insights for businesses looking to enhance customer experience. Finally, Chapter Five concludes the thesis by summarizing the key findings, discussing the implications of the research, and offering recommendations for businesses seeking to improve customer satisfaction on their e-commerce platforms. The study contributes to the existing body of knowledge on customer satisfaction in e-commerce and provides a roadmap for future research in this area. In conclusion, this thesis sheds light on the complex interplay of factors that influence customer satisfaction in e-commerce platforms. By employing a statistical approach, the research offers a data-driven perspective that can help businesses make informed decisions to enhance customer satisfaction and drive success in the digital marketplace.