Analysis of Factors Influencing Customer Satisfaction in E-commerce Platforms Using Statistical Models

Thesis Abstract

Abstract
The rapid growth of e-commerce platforms has transformed the way businesses interact with customers, making customer satisfaction a critical factor in determining the success of online retailers. This thesis investigates the factors influencing customer satisfaction in e-commerce platforms using statistical models. The study aims to provide valuable insights for e-commerce businesses to enhance customer satisfaction and improve overall performance. The research begins with an exploration of the background of the study, highlighting the increasing importance of customer satisfaction in e-commerce and the challenges faced by online retailers in meeting customer expectations. The problem statement identifies the gaps in existing literature and the need for a comprehensive analysis of factors influencing customer satisfaction in e-commerce platforms. The objectives of the study include examining the key determinants of customer satisfaction, analyzing the impact of various factors on customer loyalty and retention, and developing statistical models to predict and improve customer satisfaction in e-commerce. The study also discusses the limitations and scope of the research, acknowledging potential constraints and focusing on specific aspects of e-commerce customer satisfaction. A detailed literature review in Chapter Two provides a comprehensive analysis of existing research on customer satisfaction in e-commerce platforms. The review covers various theoretical frameworks and empirical studies related to customer satisfaction, highlighting key factors such as website design, product quality, customer service, and pricing strategies that influence customer satisfaction in online shopping environments. Chapter Three outlines the research methodology, including the research design, data collection methods, sampling techniques, and statistical analysis procedures. The chapter discusses the selection of variables, data sources, and statistical models used to analyze the factors influencing customer satisfaction in e-commerce platforms. Chapter Four presents the findings of the study, including the results of statistical analyses and the identification of key factors influencing customer satisfaction in e-commerce platforms. The chapter discusses the implications of the findings for e-commerce businesses and provides recommendations for improving customer satisfaction and loyalty. Finally, Chapter Five summarizes the research findings, discusses the implications for theory and practice, and offers recommendations for future research in the field of e-commerce customer satisfaction. The study concludes with a reflection on the significance of the research and its contribution to the understanding of factors influencing customer satisfaction in e-commerce platforms. Overall, this thesis contributes to the growing body of knowledge on e-commerce customer satisfaction and provides valuable insights for businesses seeking to enhance customer experiences and drive success in the competitive online marketplace.