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

This report evaluates the impact of e-commerce on customer relationships, focusing on eBay. It aims to assess e-commerce's role in retail, its importance for firms, and associated challenges. Data was collected through questionnaires and secondary sources, employing convenience and purposive sampling with a sample size of 30 eBay customers. The analysis covers customer age, duration of eBay usage, satisfaction levels, influencing factors for purchases, website service ratings, and issues faced by customers, such as information gaps and lack of physical product interaction. Suggestions for improvements include enhanced product descriptions and website features. The conclusion highlights e-commerce as a crucial business tool for maintaining customer relations, increasing profits, and reducing costs, with eBay demonstrating success through multi-level sales strategies and customer review integration.

TASK 4

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.

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.

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.

DATA COLLECTION
For this study, information has been collected from both the
sources. Primary data has been collected by using the technique of
questionnaire.
It is a semi-structured questionnaire consisting of open ended and
close ended questions
Secondary data has been collected from relevant books, journals,
newspapers, magazines, internet etc.

SAMPLING AND SAMPLE SIZE
For this research a combination of convenience and purposive
sampling has been applied.
These two are appropriate because the investigation requires
collection of primary data from customers of eBay only
The selected sample size for the respondents is 30

DATA ANALYSIS
Age

FOR HOW LONG YOU HAVE
BEEN THE CUSTOMER OF EBAY?

ARE YOU SATISFIED WITH THE
SERVICES OFFERED BY EBAY?

WHICH OF THE FACTORS
INFLUENCED YOU TO BUY GOODS
ON EBAY

PLEASE RATE THE SERVICES OF THE EBAY
WEBSITE ON FOLLOWING PARAMETERS

ISSUES FACED BY THE CUSTOMERS
The respondents were asked about the issues faced by them during
performing online shopping. The findings showed that most of the times,
customers are not able to identify which option to select.
This happens due to lack of information and knowledge. Further there is
an issue of physical presence.
Consumers cannot avail the demo of the products before purchasing them.
Another drawback is the lack of description and due to this people cannot
identify whether the goods are suitable for them or not.
Lack of quality is another issues as the delivered products are different
from what has been purchased.
Another issue is the hesitation which is faced by the customers during
purchasing the goods.