Paper Key : IRJ************295
Author: Soniya R
Date Published: 02 Jan 2025
Abstract
In the rapidly evolving digital economy, consumer loyalty has emerged as a critical success factor for e-commerce businesses. This study examines the key drivers of e-loyalty, focusing on the roles of trust, customer satisfaction, and customer service. The research highlights how factors such as product quality, seamless shopping experiences, data security, and personalized services influence consumer retention and loyalty. Trust is identified as a cornerstone of e-commerce success, bolstered by secure payment systems, authentic product offerings, and transparent practices. Furthermore, the study emphasizes the transformative potential of advanced customer support systems, including AI-driven chatbots and sentiment analysis, in enhancing customer satisfaction and loyalty. Findings underscore the interplay between trust, satisfaction, and support in shaping consumer behavior, offering actionable insights for businesses to strengthen relationships and sustain growth in a competitive marketplace.