Journal of Business & Financial Affairs

Customer Relationship Management in Online Grocery Stores

Abstract

Manpreet Kaur

Purpose: This paper investigates into Customer Relationship Management activities done by Online Grocery Portals that leads to greater Customer satisfaction and how these activities play a major role in increasing value of the company.
Methodology: The Descriptive and Exploratory research design was used to conduct this research. Descriptive Research Design will be used for collection of primary data with the help of a structured questionnaire to assess the importance of CRM in online grocery shopping. The respondents were chosen from the National Capital Region of Delhi through Non-probability convenience Sampling with the help of a structured questionnaire.
Findings: Though all the Online Grocery stores are working tremendously on increasing Customer satisfaction from their services, they are still unable to meet the expectations of the customers in an efficient manner. As per our study of the factors taken in our research project we came to know that all the portals we have studied lack in some or the other field where they need to work with perseverance to get the adequate results and improve their competency.
Research limitations/implications: Due to lack of time and resources we were unable to conduct study on large number of online shoppers. The study is limited to only 206 people that is very less a number to implement this study to understand and view the psychology of the entire population.
Originality/value: This paper creates awareness about factors that have created customer satisfaction from the online portals studied in the research paper. It will also help the companies in understanding the loop holes that are responsible for customer satisfaction from the online grocery portals.