Customer Loyalty of Amazon: how to build a long lasting relationship?
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Aim: The purpose of the study is to do the research that under the e-commerce business model, the impact factors of customer loyalty in an online shopping environment, how to improve the customer loyalty and how to build a long lasting customer relationship.
Design/Methodology/approach: Through to the questionnaire survey research, design and collect sample data, combine with the Amazon Company’s current operating mode and the theoretical, and also got the second data. In order to make the data become more and more reliable.
Findings: The studying on improving customer loyalty under the B2C e-commerce model is significant for theory and practice. On the background of Amazon company，which is the biggest e-commerce company in America, according to the relevant literature and field surveys，the paper brings forward the importance of customer loyalty at the e-commerce business. It could come to the conclusion is how to improve the customer loyalty and then how to build the long lasting customer relationship.
Contribution: The paper according to the characters of the online shopping and combine with the literature about the e-commerce and customer loyalty research, Put forward a certain hypothesis, through questionnaire survey on customers, and statistical analysis of the relationship between customer loyalty and its influence factors make an empirically evaluation. The paper gives contribution to the e-commerce business, how to build the long lasting customer relationship.
Place, publisher, year, edition, pages
2012. , 53 p.
Customer loyalty; Customer relationship; Satisfaction; Services; Online shopping website
IdentifiersURN: urn:nbn:se:hig:diva-13234Archive number: E3BA:DiVA 117/2012OAI: oai:DiVA.org:hig-13234DiVA: diva2:561578
Subject / course
UppsokSocial and Behavioural Science, Law
Osarenkhoe, Aihie, Professor
Eriksson, Lars-Torsten, Professor