Impact of Grievance Handling Mechanisms in E-Commerce for Customer utmost Satisfaction

Mr. Manoj Kumar; Dr. Kumkum Chaudhary

doi:10.18848/6rkn3918

Authors

Mr. Manoj Kumar Author
Dr. Kumkum Chaudhary Author

DOI:

https://doi.org/10.18848/6rkn3918

Keywords:

Grievance Handling Mechanisms, Customer Satisfaction, Online Shopping, Customer Service Support, Loyalty Programs, Feedback Mechanisms, Return and Refund Policies

Abstract

The present study examines the impact of grievance handling mechanisms on various online shopping platforms in view of customer utmost satisfaction. It investigates the role of Customer Service Support, Feedback Mechanisms, Help Centers and FAQs, Loyalty Programs and Compensation, and Return & Refund Policies. The date is collected and analyzed through a structured questionnaire
distributed to 400 respondents with 234 valid responses using casual research design. It is majorly focused on six revenue divisions of Haryana. This study is used Partial Least Squares Structural Equation Modeling (PLS-SEM) to estimate the reliability, validity and consequences of hypothesized relationships. The outcome of the study indicates that grievance handling mechanisms have a
considerable and positive impact on customer satisfaction. The Customer Service Support being the most influential factor to improve the customer satisfaction. The findings of the study highlight the importance of effective grievance mechanism in fostering trust, loyalty, and positive customer experiences. Further, it offers practical guidance to improve the customer satisfaction and retention
for the online retailers.

Author Biographies

Mr. Manoj Kumar

Research Scholar, SCRIET, CCS University, Meerutm (Research Center: Department of commerce,
Chaudhary Charan Singh University, Meerut)
Dr. Kumkum Chaudhary

Applied Science Department (MBA), SCRIET, CCS University, Meerut