Analysis Of Factors Affecting Customer Retention On E-Commerce With Reference To Bangalore

Abstract

Customer retention in the e-commerce sector is influenced by a myriad of factors that collectively shape the customer's ongoing relationship with a platform or brand. The pivotal factor is the overall user experience, encompassing the website or app interface, ease of navigation, and the efficiency of the purchasing process. Trust and security play a crucial role, as customers need assurance that their personal and financial information is handled securely. Pricing strategies and the perceived value of products or services also impact retention, with customers often seeking competitive prices and special offers. Respondent assistance and simplified problem resolution are examples of effective customer service that greatly adds to customer happiness and, by extension, retention. Personalization efforts, such as tailored recommendations and targeted communication, enhance the sense of connection and loyalty. Furthermore, factors like shipping speed, return policies, and post-purchase engagement contribute to the overall customer experience and influence their decision to remain loyal to a particular e-commerce platform. In a competitive landscape, understanding and optimizing these factors become critical for e-commerce businesses aiming to foster long-term relationships with their customers.