Research Project: E-commerce Impact on Customer Relationships (Amazon)

This research project, titled "To analyze the usefulness of e-commerce in building effective customer relationships: A Case study on Amazon," investigates how Amazon utilizes e-commerce to foster customer relationships. The introduction highlights the evolving online shopping landscape and the importance of customer relationships in the digital age. The project includes a research proposal with a clearly defined question and hypothesis, a literature review, and an outline of research methods, including primary and secondary research approaches. The study aims to determine the usefulness of e-commerce for customers, evaluate the need for internet marketing, identify Amazon's strategies for building customer relationships, and suggest ways for Amazon to gain a competitive edge. The project also includes research questions, a time schedule, and a comprehensive literature review on the use of e-commerce websites and the need for internet marketing for business growth. The project concludes with a reflection on the effectiveness of the research methods and alternative methodologies. The research emphasizes the significance of customer satisfaction and the strategic importance of research in today's competitive market. The study analyzes the benefits of e-commerce for customers and how Amazon leverages these benefits to build and maintain strong customer relationships.

RESEARCH
PROJECT

Table of Contents
TITLE .............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
P1) Research proposal which clearly define question and hypothesis with literature review....1
P2) Research methods and approaches to primary and secondary research. .............................9
LO2................................................................................................................................................10
P3 Conduct primary and secondary research by using appropriate methods and techniques...10
P4 Apply appropriate analytical tools, analyse research finding and data. ..............................13
LO3................................................................................................................................................21
P5 Communicate research outcomes in an appropriate manner for the intended audience......21
LO4................................................................................................................................................22
P6 Reflection on the effectiveness of research methods and techniques. ................................22
P7) Determine alternative research methodologies for the project...........................................23
REFERENCES..............................................................................................................................24

TITLE
“ To analyses the usefulness of e-commerce in building effective customers relationship”.
A Case study on Amazon.
INTRODUCTION
The environment is changing in great way and people use to shop the products through
online sites, as because they do get every kind of commodity and even it is not required to move
out from home and product will also be received at home. It is that which create a effective
relationship with customer with online purchasing. Basically, a main motive to conduct a
research is to collect information related to usefulness of E-Commerce websites in building an
proper customer relationship in effective way (Rummler and Brache, 2012). Information and
data will be gathered in context for Amazon, which is a largest online shopping website and how
they crate an better relations with there customer. Amazon is being among the top leaders in
manner of earning and attracting customers too towards firm. Not only Amazon, other online
websites are there which do provide products same as Amazon, but they don't have an perfect
services like considered Company. Amazon do bring changes in there strategies and decision
according to market environment and provide various offers to customer so that, they can come
up and buy the different products and services from them only.
P1) Research proposal which clearly define question and hypothesis with literature review.
Every large entities has an research department who conduct research on regular basis so
that they can collect information related to needs and desires of customer, even current trends in
market too. Hence, Amazon is that company who earns is millions by satisfying its customer
needs and wants in effective manner. According to research earlier, firms only had an focus one
earning profit with there products but in today's scenario every firm needs to loom what
customer needs and provide services according to that only in better way too. Research is said to
be an important part of organisation as because it is that which help firm to get stable in market
from longer period. In today's environment there is a huge competition in outside market and
companies wants to have an effective strategies and decision that could help them to have a
competitive advantage in right format (Sirmon and et. al., 2011). Research is that which
somewhere help firm to collect important information that could help in introducing an effective
services in market and can attract the customer in better way too. Every research has significance
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for online business. Basically, there is a huge competition in online businesses as they need to
bring various perfect scenario of working which should make them to come up with various
effective things and make entity to earn good amount in market. Significance of research for the
Amazon was like collecting needed information related to usefulness of E-commerce websites
for building up a perfect relationship with customer. Hence, collecting information related to this
can help in bringing a perfect increase in performance of company too. This aspect of
relationship in between company and customer can help them to earn higher profits which do
make them to expand their business further.
Research Aims
Aims and objectives are considered as same and it is such for which the company is
established in market and perform effectively to attain such (Christopher, 2016). The
investigation Point delineates the target which is to be ace through undertaking of this
examination. It is delineated to give a framework to be considered in the midst of centrality of
places for the examination. Aim of research is “To analyse the usefulness of e-commerce in
building effective customers relationship”. A Case study on Amazon.
Research Objectives
This involves to be the best bit of research wander which relies upon the investigation
issue. The examination targets are moulded in light of point worked for the examination. This
consist to be the effective part of research work in which the issue is mentioned in small
statement which provide an appropriate direction to the researcher to implement the research
activities in appropriate manner. This section is significantly connected with the aim as it create
value in analysing the major purpose of research in effective manner. Some effective objectives
of research are assorted as below:
 To determine the usefulness of E-commerce for customers.
 To evaluate the need of internet marketing for the purpose of business growth.
 To identify the measures which are adopted by Amazon as to building effective
relationship with customers. To recommend the ways by which Amazon can attain competitive edge at market place.
Research Questions
Research question is defined as centre of research and collecting information related to
issues and wants to collect some data for company. Research questions are an undertaking
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through which targets are to be answered (Rasula, Vuksic and Stemberger, 2012). The
significance of interest makes it less requesting to accumulate information which is beneficial in
observing finally achieving goals for the examination. this part is successful in leading piece of
writing survey in viable way, this segments gives a compelling hypothetical edge which give
benefits in fruition of research work in all around arranged way. Although, it is required that
research questions should be clear, focused, complex and arguable in concise form too. Some of
the research questions are as follows:
 What is the use of E-commerce website for customers?
 What is the need of evaluation of internet marketing for purpose of growth of business?
 What measures are adopted by Amazon in respect to building an appropriate relation with
customers? What are the ways that can help company to attain competitive advantage at market
place?
Time Schedule.
Time Schedule is such which help in splitting the work in great way. Moreover, using
work Breakdown structure with this can make firm to complete there on time and even in
effective way too. Work Breakdown structure is considered as having an working in hierarchical
way and divide the activities and task according to several department. Dividing the work
according to people specification does help individual to complete there work in effective and
efficient way. Time Schedule is that which also help company to gather information as which
task and activity do take maximum time scenario in getting completed (Prajogo and Olhager,
2012). Time schedule is such which involve every information and data of particular work even
though it needs to be considered by entity so that each and every work can be completed on time.
It is that which also bring in effective communication in between the departments,
coordination and collaboration, effective working, reduces the chances of getting duplicate work
and minimises risk as well because whole organisation works as one. All such aspect make firm
to perform in great way that also makes firms to attain or accomplish there goals and objectives
in great way. Even though, it also include that those task or activity which takes maximum time
in getting completed as for same it is required to bring in a perfect policy and procedure with
tools and technique which can result into winding off the work within time schedule in effective
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way. Basically, both the things Work breakdown structure and time schedule make firm to attain
height of profits if work is being done in great way according to requirement in better way.
Time schedule needs to be prepared with consideration of every field and make firm to
perform in better way. Hence, for every task a date is noted and completion dare is note down
which lead to collect information as how much time a task has taken to get completed in right
format. Generally, this needs to be done in effective way as this helps company to increase the
performance of organization.
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Literature review refers to as critical review which is having an level of evaluation of
research. It is considered in as concise and synopsis for having an specific research, which allow
gathering information as why to interpret an particular research (Brewster and Hegewisch, 2017).
This can be settled as the best bit of research project which enables the expert in guiding a start
to finish research to wander as to drawing an effective research result for the predefined zone of
study. It is the most principal bit of the examination meander. The researcher gathering data and
information by different sources and utilise them as to completion of research work in effective
manner. The researcher perceive the investigation and bits of knowledge of producers which are
identified with the meander and in this manner look at the inclination and considerations of
different creators and attempt to move them. In this section of research data has to be gathered
through secondary sources as it is effective in supervising arithmetical framework by analysing
the opinion of various authors and writers.
The Use of E-commerce website for customers.
Many customers are there who use to shop from home only through the use of various
websites available with them. Amazon is one of them which do provide various facilities and
offers to millions of people that attract the people towards company to increase there sales.
Earlier, customers needed were suppose to come in market and bargain with shopkeeper for an
product and services even they can check commodity at a time as well before purchasing it in
effective way. People and customer, now don't look forward to go out from home and shop a
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particular thing. Even though, they buy through Amazon and get the product at home in within
few days (Pollock, Wick and Jefferson, 2015). Now people have become a use to of it which
created as a great and huge competition in market among these online websites. To attract large
number of customer they do introduce many discounts and offers for large community so they
can increase there sales number of customers on particular site can be increased in effective way.
Amazon, do bring various innovative product and effective services for customers which do
create an interest of customer to buy products online in perfect way. Basically, e-commerce
website are such which do help customer to perform there various works from home only and no
need to go out from home. Even the product do come at home without any issues and money is
used to be paid after getting delivery.
In contrary to this, ZAINAL ABIDIN says that customers are having an great advantage
of e-commerce websites for them as with this people can have an wider range of choices in great
way, even though the product and services are purchased from remote areas in better way and
having an great control of consumer in perfect manner. Basically with online purchasing the
customer can make a better comparison in between the prices too in effective way too. Hence, it
also leads towards saving time of customer and also having an convenience of product and
services in proper way. These are some of the reasons which is considered by people while using
an online website to purchase product and services in effective way too. All such aspect needs to
be considered and it help in earning higher profit too.
The need of evaluation of internet marketing for purpose of growth of business.
As per the views expressed by Moser, 2012, Competition is there and it's huge even
marketing in such scenario is considered as tough. It has become an complex situation to draw a
new customers for the product to increase sales. Even it has been seen that quality products
required to be promoted before selling it. Traditional forms of marketing like newspaper,
magazines and billboard too are somewhere an expensive terms. Therefore, relying on these
forms of promotion its better to move towards a proper way of advertising and i.e. Internet.
Internet is that which can increase the traffic of customer towards business and can manipulate
people to spend amount (Burns, 2016). For instance, billboards- don't know how many people
will see the advertisement out there and even cant track the possible outcomes. Therefore,
Internet marketing is such which allow business to track the number of customer throughout
sales. As exactly, people do help company to attain its goals and objectives in great way.
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Normally, there are various tactics of internet marketing which do increase conversion and some
of those are as: SEO, Social media, emails etc. these all such help company to work in effective
manner and bring people nearby to firm in great way. Hence, entities knows this that Internet
marketing techniques and criteria keeps on changing that never remains same. In this digital
edge, it is quite complex to keep an latest and online marketing trends too..
In contrary to this Amit Kothiyal says that, when a business needs and attain success a
crucial thing comes in between and i.e. Internet Marketing. Basically, when a product and
services are those which needs to be promoted with help of internet marketing. An online
marketing agency is such which help company to operate there business related to marketing
there product and they do take care of such activities and task in better way. Internet marketing is
that which needs to revamp business brand and also leads to have an visibility, traffic and sales.
Even though there are some of the reasons as why internet marketing is considered as important
though as : it helps in increasing the visibility of a business, this is such which do help in
connecting business with customers, it is such that make firm to cope up and face competition in
great way. Moreover, internet marketing is also said to be good for research and development
even it also help business to legitimate (Shultz and Adams, 2012) . These are some of the aspect
which develop the firm in market and make firm to attain its goals and objectives in great way
with earning of higher profit is also there. Internet marketing do make firm to introduce an
effective working and also make them to attract the large population towards company and use
of internet is also done to create an effective relationship in between the company and customer,
over leads to maintain such for longer period.
The essential measures which are adopted bys Amazon in respect to building an appropriate
relation with customers.
As per the views expressed by Lou Dubois, 2010, customer loyalty is consist to be the
most essential element of firm as it is essential for an organisation to build effective relationship
with their buyers as to satisfying their needs and wants market place. Amazon deals in large
market area and widely concern on expanding its business activities at large scale in respect to
attaining higher growth and success at market place. Customers relationship management plays
vast role in attaining higher growth of firm through fulfilling the desires of people at market
place. There are various measures which are adopted by Amazon as to establishing effective
relationship with customers, some essential are described as below:
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Mobile application service: As a largest online retailer brand Amazon is focused on enhancing
the performance of firm through grabbing attention of more and more buyers towards the firm or
its offered products and services (Salas and et. al., 2012). Mobile application is a best way to
implement good relationship with buyers through offering them products and services which
appropriate details. Company is mainly offers its products through online sources as it is the
most effective source which helps in building good relationship with buyers.
Discount Offers: This is also an essential element which helps the organisation in attaining
higher customer’s attraction towards the firm. Amazon is a largest online Retailer brand which is
focused on providing long term benefits to the customers which create value in implementing
good and effective relationship with buyers.
The essential ways that can help company to attain competitive advantage at market place
As per the opinion of Ford, 2014, There are mainly four kind of methods of the
competitive advantage which are being described below: Cost Leadership: The term is getting used while a firm's projects are focused on
providing cheapest products at market competition. Although, it is quite difficult to
deploy this strategy cause for this administration requires to regular work in decreasing
prices at level so as to remain aggressive (Bayo-Moriones, Billón and Lera-López, 2013).
Cost leadership is an important part of marketing strategy which has put a huge impact on
market share of the firm as well as training customers' interest. In businesses, marketing
management teams are intends towards reducing production costs not only for a one
product. While deploying this strategy, some firms can eradicates the quality of their
products that is not acceptable among customers. Differentiation: This can be stated as the second strategy which is mainly utilised by the
company for getting differentiation from the competitors. In this kind of differentiation
strategy, there is the low cost which has one of the possible factors and thus this can
mainly aside a business from others.
Defensive Strategies: Another way by which business can mainly gain the competitive advantage
for using the defensive strategy. There is the benefit which has been gained for this kind of
strategy which in turn can allow the business to further distance itself from the competition and
thus in some sense which can maintain the competitive advantage which has been mainly gained
(Kolb, 2014) .
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Alliances: There are various kind of competitive advantages which has mainly gained by the
businesses which look out for the strategic alliances with other kind of business and this is
related to the company. Company should mainly be careful about not to cross the line between
alliances and collusion though. Collusion mainly occurs when the businesses within the same
kind of sector which will work together for artificially control prices.
P2) Research methods and approaches to primary and secondary research.
Research is imperative stage for any advancement procedure cause it is a precise way to
deal with take care of the issues and it likewise has a logical investigation of the examples that
by what means can a task can be completed to give a significant results. Research strategy runs
with a work of portraying, clarifying, and anticipating marvels. Before leading an examination it
is additionally picks up a learning that expected to set up an exploration design (McGrath, 2012).
Types of Investigation
There are different sorts of research which can be led by the specialist to accomplish their
point and targets (Baines, Lightfoot and Smart, 2011). It relies upon the analyst that which
composes they believe is reasonable for their examination procedure. Regularly these are of two
kinds; Qualitative and Quantitative. In Quantitative research, the information is being assembled
in a measurable way and in qualitative research, information is accumulated in centre with
quality. In the momentum research, qualitative research will be directed.
Research Data Sampling
The research data is being assembled at long last from the example respondents which are
being picked by the association. These example respondents are being picked by the inspector
through irregular examining system. These respondents are being looked over an immense
populace in this manner these people also should go about as an agent of the entire populace.
Alongside this structure, the example measure which will be picked here is 30. In this way, every
one of the respondents should give their answers in a viable way with the goal that the
information can be dissected in a legitimate way.
Data Analysis
This is considered as a noteworthy strategy where the data which has been assembled are
dismembered and deciphered with the objective that results can be known. This is a most crucial
bit of the exploration for social affair data in light of the fact that if data won't be broke down
then it won't be of any usage for the pro. Thusly, extraordinary methods are being used by the
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