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Impact of E-commerce on Customer Relationship: A Case Study of eBay

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Added on  2023-04-22

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This case study evaluates the impact of ecommerce on customer relationship within the context of eBay. It assesses the role of e-commerce in the retail industry, discovers the importance of e-commerce for the firms, and evaluates the challenges associated with the e-commerce. The study collected data from both primary and secondary sources and used a combination of convenience and purposive sampling. The findings showed that customers face issues related to lack of information, physical presence, quality, and hesitation while purchasing goods. The study suggests that eBay needs to improve its information area and website features to gain competitive advantages.

Impact of E-commerce on Customer Relationship: A Case Study of eBay

   Added on 2023-04-22

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Impact of E-commerce on Customer Relationship: A Case Study of eBay_1
INTRODUCTION
Constant advancements in Information and Communication field
have facilitated the emergence of phenomenon named E-
commerce
At present, great transformation can be seen in the traditionally
accepted business practices.
. Due to presence of e-commerce, more and more corporations are
entering into the market.
They are driving into this direction because it is helping them in
reaching to a wide section of customers.
Impact of E-commerce on Customer Relationship: A Case Study of eBay_2
BACKGROUND OF THE
ORGANIZATION
eBay is an American multinational corporation giving consumer to
consumer and business to consumer sales services through
internet
Mission of the organization is to provide a global online
marketplace where every individual can trade anything in a
practical manner.
Their aim is to provide the consumers new ways of shopping every
time.
Impact of E-commerce on Customer Relationship: A Case Study of eBay_3
RESEARCH AIM & OBJECTIVES
Aim
The major aim of the research is to evaluate the impact of e-
commerce on customer relationship within the context of eBay.
Objectives
To assess the role of e-commerce in the retail industry.
To discover the importance of e-commerce for the firms.
To evaluate the challenges associated with the e-commerce.
Impact of E-commerce on Customer Relationship: A Case Study of eBay_4

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