E-commerce and its influence on customer satisfaction at the retail company Promart Homecenter, Tarapoto 2022

Abstract

The present research had as general objective: To determine the influence of ecommerce on customer satisfaction of the retail company, Promart Homecenter, Tarapoto 2022. The specific objectives were: To identify the level of e-commerce of the retail company, Promart Homecenter, Tarapoto 2022, to analyze the level of customer satisfaction of the retail company, Promart Homecenter, Tarapoto 2022, and to establish the influence of the dimensions of e-commerce on customer satisfaction of the retail company, Promart Homecenter, Tarapoto 2022. The type of research was applied, the level of research was causal correlational and the research design was nonexperimental. The research had a sample of 168 customers, using the survey technique and the questionnaire as an instrument, the questions were formulated according to the indicators of each variable. Sample data was collected to process the results collected in the research; Spearman's correlation coefficient was used to calculate the correlation. The results obtained are in accordance with the specific objectives: the first objective indicates that the level of e-commerce of the retail company, Promart Homecenter, Tarapoto 2022 is medium, because they consider that the platform meets expectations without exceeding them. In addition, many buyers are not familiar with the use and management of the online platform; they prefer physical stores as the most reliable option for purchasing their products. The second objective shows that the level of customer satisfaction of the retail company Promart Homecenter, Tarapoto 2022 is medium, due to delays, failures, poorly detailed product descriptions and lack of stock updates on the website. In addition to the poor attention they perceive to complaints, changes or returns, given that they do not receive timely, reliable and personalized attention, the final conclusion is that e-commerce has a positive influence on customer satisfaction in the retail company Promart Homecenter, Tarapoto 2022.