A Study on Customer Satisfaction and Loyalty towards Amazon

The study focused on the purchasing pattern of the consumers, to evaluate the satisfaction level of services provided by Amazon, loyalty of the customers towards Amazon. For fulfilling these objectives descriptive research design has been used. The data from 100 respondents have been collected from the area of Gurugram city. Tools like charts, pie-diagrams, bar-diagrams, sub-divided bar diagrams and cross-tabulation has been used for analysis of the data. It has been found that most of the respondents are satisfied with all the attributes i.e. loyalty, satisfaction, purchasing pattern. There is not even a single respondent who is very dissatisfied with Amazon. But still there are few respondents who are not making purchases from Amazon due to some of the short-coming from Amazon side. Amazon should work towards them so that it can increase its customers and finally profit.