The purpose of research
The aim of the thesis is to analyze the main factors of customer satisfaction of online shopping and what effects on the consumer loyalty in the online shopping mall image. It focuses on poor Internet connection, improperly payment method, security problems, little choice, dissatisfaction, untrustworthy and turtle delivery lead to service failure. For service recovery strategy, Online retailers should pay more attention to the product quality, discounted price, speed, delivery, payment that have a positive impact on perceived usefulness as well as security and comfortability have positive influence on perceived ease of use will directly effect to the customer satisfaction and loyalty in terms of online shopping malls in Uzbekistan case.
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