E-commerce and its Impact on Customer Satisfaction in Retail Sector

This research project examines the impact of E-commerce on customer satisfaction within the retail sector, focusing on the case of Morrison. The report begins with an executive summary, followed by a detailed introduction outlining the background, rationale, aims, objectives, and significance of the research. A literature review explores the concept of E-commerce, customer satisfaction, and the tools used in the retail sector. The methodology section details the research philosophy, approach, design, and data collection methods, including both primary and secondary data sources. The research aims to understand the concept of E-commerce, explore customer satisfaction with its implementation, and identify related tools. The findings are expected to provide insights into customer loyalty, product and service quality improvements, and building trust and satisfaction in the retail sector. The report uses interpretivism as the research philosophy and descriptive research design to address the research questions and objectives. The project uses qualitative data collection through questionnaires and reviews of online articles and journals to gather relevant information. The report is structured to provide a comprehensive analysis of E-commerce's influence on customer satisfaction in the retail industry, including its implications and potential strategies for enhancing customer experience.

RESEARCH PROJECT

Executive Summary
In order to consider present research, it can be stated that researcher select E-commerce.
With the help of this element, effectiveness will be increases. In order to promote desired results,
research methodology also play important role in the enterprise. On the basis of creative data and
innovative activities, E-commerce could be implement in the business. Furthermore, significance
also explained through further research also consider in the future. Mainly E-commerce
implement to identify its impact on customer satisfaction. Therefore, aims and objectives prepare
as per effectiveness of research report.

Table of Contents
TITLE: E-commerce and its impact on customer satisfaction in retail sector.................................1
RESEARCH PROPOSAL...............................................................................................................1
INTRODUCTION...........................................................................................................................1
Background.................................................................................................................................1
Rationale.....................................................................................................................................1
Aims and objectives....................................................................................................................2
Significance of research..............................................................................................................2
LITERATURE REVIEW................................................................................................................3
METHODOLOGY..........................................................................................................................4
TIMELINE AND ACTIVITIES......................................................................................................7
Activities.....................................................................................................................................7
REFERENCES................................................................................................................................9

TITLE: E-commerce and its impact on customer satisfaction in retail sector
RESEARCH PROPOSAL
INTRODUCTION
Background
E-commerce is important element to make high growth and development in systematic
manner. In this way, effectiveness also develop that assists to attain desire results. This is
because, internet assists to create wide application to attract more people in the business. In retail
sector, online shopping grown rapidly in several nations. E-commerce help to create several
opportunities that assists to meet with desired goals and objectives. Businesses sell their products
and services with online medium so that revenue will be increasing (Turban, Outland and
Turban, 2017). In this regard, as per customer convenience, interactive, lower costs and high
degree of products deliver in the market. Growing number of customers determines for online
shopping so that E-commerce provide traditional way to do business. Improvement of services
quality consider as the key factor which lead to ascertain successful results.
In retail sector, there are different activities and tasks has been developed to make
effective results with E-commerce. With the help of E-commerce long term customer
relationship also made through customer satisfaction in the market will be consider. Therefore, it
is crucial element that assists to make success in the business outcomes. With this regard,
company also able to meet with their aims and objectives. Internet is established with new
marketing tool with planning. Integral part of marketing mix serving digital distribution channel.
This is because, positive trends also increase awareness that create benefits with internet
marketing (Kurnia, Choudrie and Alzougool, 2015). Globally customers are able to access
products and services easily. Therefore, it is the best aspect to increase awareness with internet
marketing.
Rationale
In Morrison, E-commerce assists to develop more creative work performances that assists
to meet with desired aims and objectives easily. This is because, it creates relationship with
customers in desired manner. Furthermore, company can also increase their production
information which help to concentrate on availability of special services with internet tools. In
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the present research, significance of E-commerce tools implemented that help to focus on
increase customer satisfaction. Use of company website supplied products and services that help
to meet with innovative consideration and attain more profitability at workplace. In research, it
has been determines that situational influence and marketing efforts to attain more effective
functioning in business.
Aims and objectives
Aims: “To analysis significance of E-commerce and its impact on customer satisfaction in retail
sector – A Case Study on Morrison.”
Objectives
 To understand the concept of E-commerce in retail sector enterprise.
 To explore understanding customer satisfaction with implementation of E-commerce in
Morrison. To identify tools of E-commerce and its relation with customer satisfaction in retail
sector.
Research questions
 What do you understand by the concept of E-commerce in retail sector enterprise?
 What do you understand by customer satisfaction with implementation of E-commerce in
Morrison?
 What are tools of E-commerce and its relation with customer satisfaction in retail sector?
Significance of research
In order to conduct present research study, there are some significance could be seen that
help to make creative work performances. They are as follows: Customer loyalty: In respect to implement E-commerce in retail sector business, there is
strong customer loyalty implemented that help to attain more significant advantages at
workplace. Improvement in products and services quality: In this way, products and services must
be improve that assists to perform several operations in the company. With this regard, E-
commerce implementation consider different tools that must be taken to make systematic
work performances at workplace.
 Build trust and satisfaction: Furthermore, recent research assists to maintain and build
loyalty program that help to increase more effectiveness at workplace. Therefore, it is
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also important consideration which need to be taken to maintain systematic results at
retail sector.
LITERATURE REVIEW
Concept of E-commerce in retail sector enterprise
In order to determines concept of E-commerce Turban, Outland and Turban, (2017)
stated that it is online dealing of goods and services in different areas of the world. Therefore,
products and services must be deliver to attain more effective functioning at workplace. It
includes selling of good and services through internet in which B2C for products and services
develop with online marketing. Advertisement is one of the important perspective that help to
make creative results. Successful operations of E-commerce assists to make proper consideration
with focus on desired results outcomes. On the other hand, Currim, Mintz and Siddarth, (2015)
depict that there are several aspects exist in E-commerce concept for products and services to
stand in front of competitors. With the help of offering competitively pricing, Morrison able to
increase their significant results in business. Therefore, strong distribution assists to maintain
proper transparency at workplace. Furthermore, it also increase revenue and reduce cost because
direct selling done by business so that mediators existence never take place.
However, Chou, Chuang and Shao, (2016) explored their views and ideas that E-commerce
implementation is more expensive so that it increases development of outcomes with return
results. In this way, it is important to solve issues and problems very quickly to well-established
and develop more experience as well. Customers are also encourages towards stores so that
services will be deliver to focus on systematic work performances. Consumers are also
concerned to take credit card for shopping so that it also create issue of fraud at workplace.
Customer satisfaction with implementation of E-commerce in Morrison
According to Fernie and Sparks, (2014), there are several factors exist in E-commerce
which create impact on customer satisfaction. In order to reach in global market, internet and
changing customers demand consider dynamics which transformed with online shopping.
Therefore, consumers increasingly seeking high level of convenience and security in E-
transactions. There are different tools consider at workplace such as Facebook, Instagram,
YouTube, etc. All these elements assists to focus on significant results that make innovative
functions to attain desired results. Beside this, Morganti, Seidel and Lenz, (2014) argued that
Facebook is more crucial element that assists to maintain creativity at workplace. It is main
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perspective that assists to concentrate on desired results at workplace. This is because, Facebook
tool assists to increase posting videos and photos to attract several customers. On the basis of
customer attraction, effectiveness continuously develop to deal with aims and objectives. It
assists to focus on maintain innovation and creativity.
Furthermore, Turban, Outland and Turban, (2017) depict that Instagram is also important
tool that help to attain creativity that attain more creative work performances. With the help of
different promotional activities, it can be said that company able to develop their significant
advantages in market. It will help to focus on maintain creative work performances in market. It
is one of the important element that assists to develop target market aims with using significant
activities. Along with this, privacy could be maintain in tool that help to make innovative
consideration at workplace. On the basis of systematic work performances, desired results could
be attained.
Tools of E-commerce and its relation with customer satisfaction in retail sector
As per the view of Kurnia, Choudrie and Alzougool, (2015), big commerce is one of the
important tool that assists to make innovative results at workplace. It is the best aspect that
develop target market and ascertained systematic work performances at workplace. On the basis
of this tool, increment in business aim and objectives develop continuously. Therefore, target
market develop to focus on desired level interest at workplace. In this way, systematic work
performances will be consider to develop target market. Furthermore, Falk and Hagsten, (2015)
argued that social media are main consideration of E-commerce that assists to focus on maintain
effectiveness at workplace. Therefore, it will help to maintain more systematic work
performances at workplace in significant manner. As per social media perspective, it can be
stated that company able to enhance their profits and revenue in systematic manner. Hence,
every retail sector must consider social media tool in their business to increase significant growth
and profitability. As results, target market will able to communicate proper growth and
development program as well. It will help to generate more creative performances at workplace.
METHODOLOGY
In order to conduct present research, there are several elements exist that help to focus on
creative work performances. Therefore, it includes following elements: Research philosophy: It is one of the important element of research that help to focus on
desire results outcomes. It helps to discover the best arrangements with ascertain proper
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issues. There are mainly two kinds of research philosophies exist such as interpretivism
and positivism. With implementation of interpretivism assist to look scholar that make
effective functioning at workplace (Vu and Huan, 2016). On the other hand, positivism
tool also implemented which consider advance theories and effectiveness. In the present
research, interpretivism tool will be implement to focus on desired outcomes.
Interpretivism research philosophy has been implemented to gather more systematic
results at workplace. On the basis of this philosophy, researcher discover relevant theory
that assists to attain more systematic work performance. Positivism philosophy has not
been used because it not contains relevant information in research. Research approach: Research approach is also important perspective that assists to
maintain more significant outcomes at workplace. In this regard examination assists to
make proper arrangement with ascertain proper hypothesis. There are two kinds of
approaches exist such as inductive and deductive. From the both, inductive assists to
make general perspective which assists to clarify proper findings and effectiveness.
Hence, e-commerce drive to attain successful program in selected enterprise (Hartmann,
Klink and Simons, 2015). Research design: Research design assists to consider different perspective that help to
find issue in systematic manner. In this regard, all exercise must be consider with
research questions that help to focus on different perspective of research. There are
different kinds of research design exist such as exploratory, descriptive, experimental,
etc. All these perspective assists to find useful information. From the above, descriptive
research design must be carry by researcher to consider E-commerce implementation in
retail sector (Bell, Gallino and Moreno, 2015). Data collection: Furthermore, data collection also important element that assists to
explore different consideration at workplace in systematic manner. There are mainly two
sources exist that assists to find useful information such as primary and secondary
information. Primary information could be gather from survey, interview, questionnaire,
etc. On the other hand, secondary data consider from different tools such as books,
journals, magazines, etc. On the basis of our topic, qualitative data collection is
important consideration that assists to meet with aims and objectives in systematic
manner. With consider qualitative elements, questionnaire has been prepared to
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understand creative results (Tang, Lai and Cheng, 2016). As per stated aims and
objectives, qualitative data elements consider important role in whole research program.
There are two ways to collect data primary and secondary. These both information
essential consider to focus on relevant and fresh information that assists to meet with
aims and objectives. Primary data collected to focus on questionnaire which design to
conduct survey. It is the best perspective to maintain more creativity in outcomes.
Furthermore, in secondary information, online article, magazines, newspapers, etc.
reviewed to understand previous research that help to gather relevant information.
Hence, it considers important role to make systematic work performance. In respect to
collect primary data, researcher consider questionnaire that help to focus on fresh and
relevant information. Data analysis: Data analysis consider important part in the business to assess
information and find relevant consideration. In this way, effectiveness will be develop to
focus on desired results. Therefore, it assists to give real piece of examination to break
down and assess information for present problem. There are two kinds of techniques
implemented such as qualitative and quantitative research strategy that assist to find
useful information. In the present research, focus consider on qualitative tools that help
to make effective results at workplace. Furthermore, it also helps to make proper
arrangement of data in business to find creative results (Gaur and Kesavan, 2015).
 Sampling: Sampling consider another useful perspective that assists to find creative
results at workplace. In this regard, exploration proposition consider on which examiner
able to gather information towards systematic program. In this regard, procedure must
undertake with simple random sampling and non-random sampling. With the help of
sampling, researcher able to collect useful information. In the present research, focus
develop on simple random sampling that help to find useful consideration at workplace
(Kurnia, Choudrie and Alzougool, 2015). In order to conduct research, 20 sample size
selected in Morrison. Sample consider from customers of the selected business
environment. Non-random sampling method is the best aspect to attain more desired
results in the business. With the help of this method, researcher able to find useful
information that assists to analysis work performance in systematic manner. Sample size
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selected randomly so that information will be gather to focus on maintain creative work
performance.
TIMELINE AND ACTIVITIES
Activities
In respect to consider present research, there are several activities included that assists to
make creative work performances in business. In this regard, present timeline, different activities
included to find effective results.
Activities Week 2 Week
4
Week
6
Week
8
Week
10
Week
12
Week
14
Week
16
Week
18
Week
19
Week
20
Defining
research
proposal
Defining
background
or rationale
for study
Literature
review
Deciding
aims and
objectives
Finalizing
aims and
objectives
Devising
the
questionnai
re
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Gathering
data
Examining
the data
Finding
Recommen
dation and
further
areas to be
consider
Final
Submission
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REFERENCES
Books and Journals
Bell, D., Gallino, S. and Moreno, A., 2015. Showrooms and information provision in omni‐
channel retail. Production and Operations Management, 24(3), pp.360-362.
Chou, Y.C., Chuang, H.H.C. and Shao, B.B., 2016. The impact of e-retail characteristics on
initiating mobile retail services: A modular innovation perspective. Information &
Management, 53(4), pp.481-492.
Currim, I.S., Mintz, O. and Siddarth, S., 2015. Information accessed or information available?
The impact on consumer preferences inferred at a durable product E-commerce website.
Journal of Interactive Marketing, 29, pp.11-25.
Falk, M. and Hagsten, E., 2015. E-commerce trends and impacts across Europe. International
Journal of Production Economics, 170, pp.357-369.
Fernie, J. and Sparks, L., 2014. Logistics and retail management: emerging issues and new
challenges in the retail supply chain. Kogan page publishers.
Gaur, V. and Kesavan, S., 2015. The effects of firm size and sales growth rate on inventory
turnover performance in the US retail sector. In Retail Supply Chain Management (pp.
25-52). Springer, Boston, MA.
Hartmann, M., Klink, J. and Simons, J., 2015. Cause related marketing in the German retail
sector: Exploring the role of consumers’ trust. Food Policy, 52, pp.108-114.
Kurnia, S., Choudrie, J. and Alzougool, B., 2015. E-commerce technology adoption: A
Malaysian grocery SME retail sector study. Journal of Business Research, 68(9),
pp.1906-1918.
Kurnia, S., Choudrie, J. and Alzougool, B., 2015. E-commerce technology adoption: A
Malaysian grocery SME retail sector study. Journal of Business Research, 68(9),
pp.1906-1918.
Morganti, E., Seidel, S. and Lenz, B., 2014. The impact of e-commerce on final deliveries:
alternative parcel delivery services in France and Germany. Transportation Research
Procedia, 4, pp.178-190.
Tang, A.K., Lai, K.H. and Cheng, T.C.E., 2016. A multi-research-method approach to studying
environmental sustainability in retail operations. International Journal of Production
Economics, 171, pp.394-404.
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