A Study of Customer Satisfaction and E-commerce Online Purchasing Service in China-Using Taobao and JD as the Examples to Compare and Analyse

Citation

Lu, Yidan. (2019). A study of customer satisfaction and E-commerce online purchasing service in China-Using Taobao and JD as the examples to compare and analyse. (Independent study, Master of Business Administration). Bangkok: Siam University.

Abstract

This paper aimed at studying the situation of customer satisfaction and e-commerce online purchase service in China with descriptions of the standing e-commerce situation in China. The article introduced the purpose of this study and focused on customer satisfaction to analyze the whole service industry situation by using Taobao and JD as the examples to compare and find out problems. Meanwhile, the crucial points of the online purchasing model and customer satisfaction were product quality and value, delivery time and price, internet website and e-commerce service. After the data and information of comparisons about Taobao and JD were made, it would be known that the products quality was the most significant factor to affect customer satisfaction and there would make analyses more in-depth. Furthermore, findings and conclusion of this study were presented for making readers understand the real circumstance. Finally, this paper can put forward suggestions according to these particular limitations.

Keywords: Customer satisfaction, E-commerce, Purchase online.

A Study of Customer Satisfaction and E-commerce Online Purchasing Service in China-Using Taobao and JD as the Examples to Compare and Analyse

Master of Business Administration (International Program), Siam University, Bangkok, Thailand

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