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

Thesis Abstract

Abstract
Customer satisfaction is a critical aspect of e-commerce websites as it directly impacts the success and sustainability of online businesses. This thesis investigates the various factors that influence customer satisfaction in e-commerce websites using a statistical approach. The study aims to identify and analyze key factors such as website usability, product quality, customer service, and security measures that contribute to customer satisfaction in the e-commerce sector. The research methodology employed in this study includes a combination of quantitative data analysis and statistical techniques to examine the relationships between different variables and their impact on customer satisfaction. A comprehensive literature review is conducted to provide a theoretical foundation for the study and to identify gaps in existing research on this topic. The findings of the study reveal significant insights into the factors that drive customer satisfaction in e-commerce websites. Results indicate that factors such as website design, ease of navigation, product variety, pricing, and customer support play a crucial role in enhancing customer satisfaction levels. Statistical analysis further highlights the importance of timely delivery, secure payment options, and personalized recommendations in ensuring a positive customer experience. The implications of these findings are discussed in the context of e-commerce businesses, emphasizing the need for continuous improvement in key areas to meet customer expectations and build long-term relationships. Practical recommendations are provided for e-commerce companies to enhance customer satisfaction and loyalty, ultimately leading to improved business performance and competitive advantage in the online marketplace. This research contributes to the existing body of knowledge by offering valuable insights into the factors influencing customer satisfaction in e-commerce websites from a statistical perspective. The study provides a foundation for future research in this field and offers practical implications for e-commerce practitioners seeking to optimize their websites and services to meet customer needs effectively.