Effects of Online Shopping on Customer Loyalty: A Case Study on eBay

This research project aims to investigate the effects of online shopping on customer loyalty through a case study on eBay. The objectives include understanding the concept of online shopping, identifying its impact on customer loyalty, examining its importance in increasing sales and brand image, and establishing the relationship between online shopping and customer loyalty. The research includes themes such as knowledge about online shopping, utilization of websites, comfort level with online shopping, payment methods used, impact on customer loyalty, significance of online shopping for eBay, relationship between customer loyalty and online shopping, satisfaction level with online shopping services provided by eBay, and difficulties faced by customers during online purchases. The recommendations include focusing on building an online presence, providing net banking as a payment method, offering reasonable prices and more varieties, and ensuring prompt customer response.

RESEARCH PROJECT
TITLE:
“To investigate the effects of online shopping on the
customer loyalty. A case study on eBay”

Aim of the research:
Aim:
“Investigating the effects of online shopping on the customer loyalty. A case study
on eBay”
Objectives of the research:
 To investigate the basic concept of online shopping.
 To identify the impact of online shopping on customer loyalty.
 To examine importance of online shopping in increasing sales and brand image of eBay.
 To establish relationship between online shopping and customer loyalty.

Theme 1: Knowledge about the concept of Online Shopping
Q1) Are you have knowledge about the
basic concept of Online shopping?
Frequency
Yes 22
No 8

Theme 2: Utilisation of best websites
Q2) Which online websites do you usually
use?
Frequency
Amazon 10
EBay 15
Topshop 3
Other 2

Theme 3: Comfortable level of customers with shopping
online
Q3) How comfortable are you with
shopping online?
Frequency
Extremely 15
Quite 10
Moderately 3
Not at all 2

Theme 4: Types of payment methods used by customers
Q4) What are the payment methods you
mostly use for Online Purchases?
Frequency
Credit card 7
Debit card 8
Net banking 13
Cash on delivery 2

Theme 5: Impact of online shopping on customer loyalty
Q5) How Online shopping impact on
customer loyalty?
Frequency
By providing Easy price comparisons 15
By giving more variety 13
Other 2

Theme 6: Significance of online shopping
Q6) What is the importance of online
shopping for EBay?
Frequency
Increasing sales 10
Building Brand Image 10
Increasing customer base 10

Theme 7: Relationship between customer loyalty and
online shopping
Q7) What are the relationship
between online shopping and
customer loyalty?
Frequency
Positive 23
Negative 7

Theme 8: Satisfaction level of customers with online
shopping services provided by Ebay
Q8) You are overall satisfied with your
experience of shopping online from
EBay?
Frequency
Strongly agree 12
Agree 10
Neutral 5
Disagree 2
Strongly disagree 1

Theme 9: Difficulties face by customers during
purchasing products via online
Q9) What are the difficulties you face
during purchasing products through online?
Frequency
Product quality 7
Delivery time is not clear 8
The trouble with hidden costs 6
Payment Confirmation missing 9

RECOMMENDATIONS
 From the above analysis conducted by researcher and researcher has identified the outcomes of the research
in a systematic and designated manner to Ebay company for building loyal customers through online
presence of the company.
 Here are the recommendations:
 Researcher recommended that Ebay company should focus on building its presence on online platform it is
because customers are now getting highly attracted through online shopping. In addition to this, online
shopping from customer increases the sales, building brand image and increases customer base of the
company.
 Further, researcher also suggested that, Ebay should have special staff members who handle the website and
pages of the company as it is very important because if proper online system is not manages it affects
negatively to the customers (Bilgihan, 2016). To maintain the popularity of Ebay, managers should be aware
in giving response to the customers as soon as possible.
 Moreover, scholar also suggested that net banking is also becoming one of the most preferable online
payment methods of customer nowadays, so Ebay should also provide net banking to its customers in order
to build customer loyalty.
 Researcher has also recommended Ebay to provide easy and reasonable prices and provide ore varieties to
customers in order to build customer loyalty.