Analysis of Service Quality for Customer Satisfaction and Loyalty in E-Commerce Pertaining to TheFMCG Sector

With the advent of online shopping of FMCG products or consumer packaged goods and is growing scope in the near future, it has become extremely important for e-commerce industry to focus on their services and provide the quality level that meets or extends the customer expectations so that they can gain customer satisfaction and loyalty. Based on the same, this research has been conducted with the help of a well-established service quality instrument, called SERVQUAL, through a questionnaire to explore the customer satisfaction with the e-commerce services as per the different dimensions of service quality and how it would impact the customer loyalty in the long run. This paper attempts to explore the factors that are important to the customers when buying online and the gap between their expectations and perceptions about the services or e-services. The questionnaire collected data from 100 respondents who purchase consumer packaged goods, groceries, etc. from online stores and their perception and expectations about the same