Individual Assignment Cover Sheet

Student Name: Felicia Sunarli

Student ID: 03011190004

Module: English
Class: 19 M-2
Lecturer / Tutor: Sir Jeremy
Assignment Item / Title: Individual Assignment
Date Due: Thursday, 16April, 2020
Date Submitted: Thursday, 16 April, 2020

I declare that this assessment item is my own work, except where acknowledged, and has not been
submitted for academic credit elsewhere, and acknowledge that the assessor of this item may, for the
purpose of assessing this item:

a. Reproduce this assessment item and provide a copy to another member of the University;
and/or,

b. Communicate a copy of this assessment item to a plagiarism checking service (which may then
retain a copy of the assessment item on its database for the purpose of future plagiarism checking).

c. I certify that I have read and understood the University Rules in respect of Student Academic
Misconduct.

Signed: ......Felicia Sunarli..............................................

Date: Thursday, 16 April, 20

 English

Assignment 4

Customer satisfaction is the central and the most important part of making business progress.
This is especially important for e-commerce business organizations given that it is more difficult
hard for these business to create trust because of their online nature.

The best e-commerce elements spend essentially after keeping their customers and clients
satisfied and happy. Indeed, the absolute best online e-commerce offer full-administration for
their customers and their customer's clients too. Just for the sole purpose of having satisfied
customers.

E-Commerce business stand apart for the quality of their customer service and they experience
high levels of satisfaction as a result. Given the sheer number of decisions accessible to clients in
an ideal market, especially online, it is basically significant that client support be a focal point of
every single online retailer. This is valid for all classifications of web retail and in doing so a
retailer can separate themselves from the group. And beside that, a e-commerce business also
must have a consistency, which is, it needs to consistently uphold the level of care and
satisfaction to contribute to the consumer’s journey. This is a key focal point of online retailers
given the exceptionally solid relationship between's business performance in terms customer
service and consistency in the customer journey. And always put customer satisfaction
first,technology indeed helped, but customer satisfaction was critical.

Customer satisfaction affects customer loyalty including the magnitude of the influence, in e-
commerce business. Several factors such as perceived usefulness, perceived ease of use,
customer risk perception, customer support, customer trust, promotion, information quality,
transaction security, and brand image of e-commerce that influence satisfaction while buying
from e-commerce sites were analyzed. Factors such as those mentioned above, which are
commonly considered influencing customer satisfaction and customer loyalty through online
shopping in other countries were hypothesized to be true . Furthermore, customer satisfaction has
significant impact on customer loyalty.
We need to know what are the key factors affecting customer satisfaction with ecommerce
website. Do access and quality of interface, ease of use and payments, safety and security and
pricing of products affect the satisfaction of customers with e-commerce website? And the
higher system security, higher will be the customer satisfaction.

So the question is whether e-commerce companies should allocate big budget to improve the
customer satisfaction? My answer is yes, because customer will be always like the promotion
while buying something , example like free shipping or the other promotions.

References
Hakobyan, M. (2020, January 14). Improving Customer Satisfaction Is the Only Way to Ensure More Sales
in E-Commerce. Retrieved from Customer Think: http://customerthink.com/improving-
customer-satisfaction-is-the-only-way-to-ensure-more-sales-in-e-commerce/

Sanyal, S. (2019, September). Factors Affecting Customer Satisfaction with Ecommerce. Retrieved from
International Journal of Business and Management Invention (IJBMI):
http://www.ijbmi.org/papers/Vol(8)9/Series-3/D0809032530.pdf