Complaint Handling and Service Recovery Satisfaction in Electronic Shopping Servicescape

Abstract

E-shoppers were the cynosure of this research. The main precursors of e-shopping service recovery satisfaction were distributive justice, e-shopping service experience satisfaction, procedural justice, e-shopping quality of service and interactional justice. The precursors of digital shopping service recovery satisfaction were e-shopping patronage commitment and e-shopping advocacy. The researcher developed a concept and the same was visualized pictorially wherein the stimulant- influenced relationships were investigated. Structural analysis highlighted that all such relationships showcased affirmativeness and game plans to foster e-shopping advocacy were propounded. newline newlineSampling employed for current research was criterion sampling which is a type of purposive sampling. The criteria applied was that the respondent should have been doing online shopping for at least 1 year and should have faced some issues / problems. The survey link was forwarded in social media groups and was filled randomly by e-shoppers whose identity and location were unknown. newlineSurvey Monkey platform possesses myriad advantages inclusive of filtering incomplete responses and providing a dashboard for different kinds of analysis. The online survey indicators were monitored until 927 complete responses were achieved (incompletely filled in survey was discarded). newline newlineThe data collection method adopted was survey and the data collection instrument employed was structured questionnaire. Survey was undertaken during January to August 2021. Personal and unstructured discussions were held with senior e-commerce executives to deliberate on the questionnaire and outcome of analysis. newlineThe Quality of products and services offered needs enhancement. Service provider s personnel need to demonstrate willingness to help thereby ensuring a quick response; Retail Pricing should be appropriate and attractive.