Impact of E-Commerce Service Quality on Customer Loyalty

A STUDY ON THE IMPACT OF E-COMMERCE ON CUSTOMER LOYALTY:
A CASE STUDY OF WOOLWORTHS LIMITED, AUSTRALIA
Scholar Id:

Background of the company
• In Australia, Woolworths is a renowned supermarket
chain.
• It deals with 872 stores and for dealing, it has employed
111,000 workforces within distribution centres, stores,
and support headquarters.
• A consumer can purchase its product as per their comfort
like at home and on a train with the application of
woolworth’s supermarket app (Woolworths, 2020).
• .

Area of research
• The main challenge that Woolworths faces is maintaining
and developing the satisfaction extent of distinct kinds of
consumers.
• There is a requirement to facilitate use as well as,
interesting data related to challenges of e-commerce
business that can affect customer loyalty (Nisar and
Prabhakar, 2017).

Analysis of the identified issues by referring to disciplinary knowledge and skills learned from your degree
• Product Quality
• Unclear Website Policies
• Mess Logistics
• Problem of Plenty
• Unclear Delivery Time
• The trouble with Hidden costs
• Limited Payment Preferences