NO WHERE PEOPLE: LOCATING LOST IDENTITY, RETRIEVING MEMORY IN SUSAN ABULHAWA’S NOVEL THE BLUE BETWEEN SKY AND WATER
September 30, 2021
DR B. R. AMBEDKAR AND HIS SOCIO-POLITICAL CONTRIBUTION
September 30, 2021

RELATIONSHIP MARKETING IN E-COMMERCE: DEMOGRAPHIC CHARACTERISTICS OF ONLINE CONSUMERS IN INDIA

*Adil Wakeel, **Asif Akhtar, & ***Rahela Farooqi

*Research Scholar, Department of Business Administration, Aligarh Muslim University, Aligarh, Uttar Pradesh, India.

**Assistant Professor, Department of Business Administration, Aligarh Muslim University, Aligarh, Uttar Pradesh, India.

***Professor, Centre of Management Studies, Jamia Millia Islamia University, Jamia Nagar, New Delhi, India.

Abstract


The objective of the present study is to examine the differences in relationship marketing practices, e-satisfaction, and purchase intention on Ecommerce, across demographic characteristics of consumers. The data has been collected using stratified random sampling method from consumers living in the national capital of Delhi, India. The present study has validated the scale for relationship marketing practices, e-satisfaction, and purchase intention. Hypotheses testing has been conducted using t-test and ANOVA. The results show that there are gender differences in information quality, security, privacy, and purchase intention. However, gender differences are insignificant for website quality, website usability, search/compare capabilities, lower rates, responsiveness, order tracking, on-time delivery, and customer service. The present study also confirms the occupational differences in search/compare capabilities, security/privacy, order delivery, customer service, e-satisfaction, and purchase intention.

Keywords


e-commerce, relationship marketing, demographics.

 

References


Adelman, R.D., Greene, M.G., Charon, R. & Friedmann, E. (1992.) The content of physician and elderly patient interaction in the medical primary care encounter. Communication Research, 19, 370.

Anderson, K. & Kerr, C. (2001). Customer Relationship Management, McGraw-Hill Education.

Anton, J. (1996). Customer relationship management, Prentice Hall, New York

Axelsson, B., and Easton, G. (1992). “Routledge”, London

Berry, L. L. (1995). Relationship Marketing of Services: Growing Internet, Emerging Perspectives, Journal of the Academy of Marketing Science, 23(4), 236-245.

Brodie, R. J., Coviello, N. E., Brookes, R. W., & Little, V. (1997). Towards a paradigm shift in marketing? An examination of current marketing practices. Journal of marketing management13(5), 383-406.

Buzzell, R. D., & Ortmeyer, G. (1995). Channel partnerships streamline distribution. MIT Sloan Management Review36(3), 85.

Chaffey, D. Mayer, R.; Johnston, K. and Ellis-Chadwick, F. (2003). Internet Marketing, Financial times/Prentice Hall, Harlow

Dyche, J., & O’Brien, M. M. (2002). The CRM handbook: A business guide to customer relationship management. Addison-Wesley Professional.

Fayerman, M. (2002). Customer Relationship Management in New Directions for Institutional Research, Knowledgement: Building a Competitive Advantage in Higher Education.

Feinberg, R., Kadam, R., Hokama, L., and Kim, I. (2002). “The state of electronic customer relationship management in retailing”, International Journal of Retail & Distribution Management, 30(10), 470-481

Gardial, S.F. D., Clemons, D.S., Woodruff, R.B., Schumann, D.W, and Burns, M.J. (1994). “Comparing Consumers’ Recall of Pre-purchase and Post-purchase Evaluation Experiences.” Journal of Consumer Research, 20, 548-560.

Greenberg, P. (2000). CRM at the speed of time Capturing and Keeping Customers in Internet Real Time. Osborne/McGraw-Hill

Grönroos, C. (1991). The marketing strategy continuum: towards a marketing concept for the 1990s. Management decision.

Hervé, C., & Mullet, E. (2009). Age and factors influencing consumer behaviour. International Journal of Consumer Studies33(3), 302-308.

Hervé, C., Mullet, E. & Sorum, P. (2004). Age and medication acceptance. Experimental Aging Research, 30, 253–273.

Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000). “Switching barriers and repurchase intentions in services”, Journal of Retailing, 76(2), 259-74.

Khalifa, M., & Shen, N. (2005, January). Effects of electronic customer relationship management on customer satisfaction: A temporal model. In Proceedings of the 38th Annual Hawaii international conference on system sciences, 171a-171a. IEEE.

Khalifa, M., and Shen, N. (2009). Modelling electronic customer relationship management success: functional and temporal considerations, Behaviour & Information Technology, 28(4), 373-387.

Kumar, R. A. K. E. S. H., & Kumar, R. A. M. E. S. H. (2019). Impact of Various Demographic Factors on Consumer Behaviour–An Empirical Study of Electronic Products In Rural Himachal (India). Indian Journal of Economics and Business19(1), 109-127.

Ladhari, R., & Leclerc, A. (2013). Building loyalty with online financial services customers: Is there a gender difference?. Journal of Retailing and Consumer Services20(6), 560-569.

Liu, X. He, M. Gao, F. and Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940

Lu, J., (2003). A model for evaluating e-commerce based on cost/benefit and customer satisfaction. Information Systems Frontiers, 5, 265–277.

Mitra, A. (2013). E-commerce in India-A Review. International journal of marketing, financial services & management research2(2), 126-132.

Normann, R., and Ramirez, R. (1993). “From Value Chain to Value Constellation: Designing Interactive Strategy”, Harvard Business Review, July-August, 65-77

Nussbaum, J.F., Pecchioni, L., Grant, J.A. & Folwell, A. (2000). Explaining illness to older adults: the complexities of the provider patient interaction as we age. In Explaining Illness: Research, Theory and Strategies (ed. by B.B. Whaley), 171–194. Erlbaum, Mahway, NJ.

Palmatier, R. W. (2008). Relationship marketing. (1 ed.,) vol. 1, pp. 1-10. Cambridge: Marketing Science Institute

Peppers, D., & Rogers, M. (1993). The one to one future: Building relationships one customer at a time. New York: Currency Doubleday.

Rosenbaum, H., & Huang, B. Y. (2002). A Framework for web-based e-commerce customer relationship management. AMCIS 2002 Proceeding s, 76.

Ross, D. F. (2005). E-CRM from a supply chain management perspective, Journal of Information Systems Management, 22(1), 37-44.

Scott Morton, M.S. (1991). “The Corporation of the 1990s, Information Technology and Organisational Transformation”, Oxford University Press

Sheng, Y. (2002). A business model and framework for electronic customer relationship management. AMCIS 2002 Proceedings, 78.

Shukla, A., Sharma, N. K., & Swami, S. (2010). Website characteristics, user characteristics and purchase intention: mediating role of website satisfaction. International Journal of Internet Marketing and Advertising6(2), 142-167.

Sterne, J., (1996). “Customer service on the Internet”. 1996, New York: John Wiley and Sons.

Wilson, D.T. (1995). “An Integrated Model of Buyer-Seller Relationships”, Journal of the Academy of Marketing Science, 23(4), 335-345.

 

To cite this article


Adil Wakeel, Asif Akhtar & Rahela Farooqi. (2021). Relationship Marketing in E-Commerce: Demographic characteristics of online consumers in India. Sparkling International Journal of Multidisciplinary Research Studies, 4(3), 10-38.

 

To View Article