Case Study: Online Electronics Retailer ABC Electronics is an online retailer known for its wide range of electronic products and competitive prices. The company recently conducted a survey to understand post-purchase behavior among its customers. The survey revealed interesting insights: Many customers expressed satisfaction with their purchases, citing the convenience of online shopping and the variety of products available. However, a significant portion of customers reported dissatisfaction with product quality upon delivery. Some complained of receiving damaged or defective items, while others found discrepancies between the product descriptions online and the actual products received. Despite these issues, a majority of customers indicated their willingness to repurchase from ABC Electronics, citing factors such as brand reputation, pricing, and customer service responsiveness. Questions: 2. Discuss the role of perceived product quality and consistency in influencing post-purchase behavior and customer satisfaction in the online retail environment.

Case Study: Online Electronics Retailer ABC Electronics is an online retailer known for its wide range of electronic products and competitive prices. The company recently conducted a survey to understand post-purchase behavior among its customers. The survey revealed interesting insights: Many customers expressed satisfaction with their purchases, citing the convenience of online shopping and the variety of products available. However, a significant portion of customers reported dissatisfaction with product quality upon delivery. Some complained of receiving damaged or defective items, while others found discrepancies between the product descriptions online and the actual products received. Despite these issues, a majority of customers indicated their willingness to repurchase from ABC Electronics, citing factors such as brand reputation, pricing, and customer service responsiveness. Questions: 2. Discuss the role of perceived product quality and consistency in influencing post-purchase behavior and customer satisfaction in the online retail environment.

Marketing

20th Edition

ISBN:9780357033791

Author:Pride, William M

Publisher:Pride, William M

Chapter13: Services Marketing

Section: Chapter Questions

Problem 5DYMP

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