REVIEW OF LITERATURE

Zeithaml (2002) defines "e-services" as a service quality approach that "buys and
sells products and services with efficient and effective shopping on websites."
"Quality of Service" is a standard that knows the potential benefits of the Internet. He
compared the existing service quality with the e-service quality assessment from the
customer and organizational perspective. They proposed a resource-end approach,
which consists of the overall composition of the E-service quality in terms of
dimensions, attributes including each dimension, and specific indicators for each
property.

Gehr, Rajan, Shainesh, Czerwinski, and O'Brien (2012) conducted empirical

studies to study online shopping in India (in emerging economies), looking at the
direction of buying. Survey methods were conducted for online respondents identified
as panelists. In this study, three online shopping segments were identified in the India
scenario. Value specificity, quality of all costs, reputation / leisure orientation.

Janda (2008) influenced the availability of online shopping through research into
privacy, security, reliability, and virtual experience. Such effects have been studied in
women and men. The study also empirically assesses the impact of key consumers on
the market. The methodology used by the United States and the United States. The
researchers were mainly aimed at Internet users, not at students. Quarter samples were
used to represent different ages. Finally, 404 available sample data (208 women and
196 men) were published. They had about five years of Internet experience between
18 and 78 years. A confirmation factor analysis was performed to evaluate the overall
quality of the measurements of the four structures.

S.H. Leeflangetal proposed marketing challenges and solutions in the digital age.
Internet usage continues to increase with B2C and B2B marketing. There is great
interest in the digital market.

Yang and Jun (2008) investigated the main dimensions of non-buyers through
exploratory research. Therefore, this study attempts to analyze the main aspects of
both groups and to capture the perceptions of two different groups of Internet buyers
and nonbuyers. We have identified properties that have a significant impact on the
overall quality of services assessed by the two groups. It was conducted using semi-
structured interview questionnaires developed on the basis of extensive literature
research on service quality on the Internet. Ask questions to add and review your
perspective. The last questionnaire was sent to 950 people. The sampling frame was a
subset of a local Internet service provider (ISP) in the southwestern United States.

Agnihotri, Kothandaraman, and Kashyap and Singh (2012) examined an

advanced framework that highlights the mechanisms by which sales reps create value
through social media. With social media tools, sales reps can perform service actions
to drive value and achieve competitive goals. It can be used to increase the perceived
value of customers and the environment. This research focuses on social media in
context. The researcher recognizes that social media has an important impact on the
B2C business environment.

Pather et al. (2003) reviewed the commercialization of the Internet in the 1990s,
which revolutionized the use of information technology for business. Over time,
millions of dollars have been spent on e-commerce or e-commerce. Despite enormous
difficulties, e-commerce is still a very important business issue. When properly
implemented, ecommerce strategies can actually contribute to business profits.
According to the researchers, durable e-commerce information systems are today a
new kind of user and electronic customer in the physical world of business and e-
commerce companies. E The customer does not trade within an organization that is
willing to conduct a particular transaction. Therefore, we recommend that you use a
quality measurement model to measure your product or service.

Schneider, Gary P. (2004) used the term e-commerce (or e-commerce) in his book in
the broadest sense. Commercial activities using electronic data transmission
technology, Internet and Internet activities. The main elements of e-commerce are:
consumer shopping on the Internet, referred to as consumer-consumer-trade (B2C);
B2B transactions on the Web, often called Business.

Oliveria et al. (2002) argued that electronic service (e-service) will become more
important in the digital age and that the quality of electronic services will become
more important. In addition to supporting traditional activities, the company has
adopted and adopted new information and communication technologies to support its
activities.

According to Parasuraman, Berry and Zeithmal (1985), service quality perceptions

are the result of a comparison between the consumer's considerations and the actual
performance of the service provider. Delivering quality of service is an important
strategy for marketers who want to differentiate their services.

CaitLamberton & Andrew T. Stephen Digital Marketing, Social Media and Mobile
Marketing: Research Development and the Future Agenda from 2000 to 2015. Over
the past 15 years, the digital media platform has revolutionized marketing and created
new opportunities to reach customers, to provide information, to sell, to learn and to
serve. This article examines the shifts of scientific researchers in the three main topics
of Digital, Social and Mobile Marketing (DSMM) from 2000 to 2015.

Geraint Holliman Jennifer Rowley This article focuses on the new phenomenon of
B2B digital content marketing in business, providing a wealth of insights and thinking
on best practices, and contributing to a theoretical understanding of the role of digital
content. Marketing.

Jessica Santos (2003), "Electronic Quality of Service: A Model for Virtual Service
Quality - Dimensions Quality of service is a very important aspect of ecommerce
(ecommerce)" functionality is inherently prohibitive, feasible, easier to compare and
service quality is the heart of a successful e-commerce. A conceptual model of the
determinants of the quality of electronic services is proposed and discussed: Given the
exploratory nature of this study, focus groups are used to examine the dimensions of
electronic service quality. Electronic service quality is recommended for hatching and
active dimensions, stickiness and customer retention. The hatching dimension
consists of usability, shape, connection, structure, and layout. , And content: The
active dimensions consist of reliability, efficiency, support, communication, security
and incentives. The importance and meaning of each determinant is presented.
Pavleenkaur Raghbir Singh focussed on uncovering retail shopping motives of
youths to know the motive of youths while retail shopping. The major gap in this
study is tht the target market was not vibrant and only focussed on youths.

Christian Grönroos, (1984) In the "European Journal of Marketing," "Implications

for Service Quality Models and Marketing," he suggests developing a service quality
model based on testing business leaders. How the customer perceives the quality of
service. Analyze the marketing effects that see functional quality as a very important
dimension of recognized services. They conclude that the quality dimensions are
interrelated and should recognize the meaning of images.

Mary Wolfinbarger and Mary C Gilly said in their work that quality is related to
customer satisfaction, loyalty and loyalty of products and services. Therefore, quality
must also be a decisive factor for the success of online retailers. The results of this
study are based on the results of this study. Through an online survey of the customer
panel, the authors were able to determine the dimensions of the experiment and
develop a reliable scale for quality assurance measurements. The analysis shows that
the four elements of website design, implementation / reliability, confidentiality /
security and customer service accurately predict quality and customer satisfaction,
customer loyalty and attitudes towards customers and websites.

In his book, Canzer Brahm (2005) defined the electronic business as an organized
effort to preserve, manufacture and sell the benefits, products and services that meet
the needs of society through facilities available on the Internet. E-commerce (e-
commerce or e-commerce) is the purchase and sale of goods and services on the
Internet, in particular via the World Wide Web. In fact, this term and the new term e-
business are often used interchangeably. E-business uses technology infrastructures
and applications to synthesize and optimize new and existing business processes. E-
commerce includes Business to Business (B2B), B2C (B2C) and Consumer to
Consumer (B2C) and B2 to Business (B2E).

Robert A Murdic studied on “Cultural differences in consumer travel”. The motive

of the study was to identify consumer travel behaviour. The author thus concluded
that the study wasn’t detailed because of lack of data.
Nitin Seth, SG Deshmukh and Prem Vrat, (2005) In their work, we reviewed
various quality of service models and found that the results and measurements of
service quality vary according to the type of service setting, situation, time, and need.
Factors. In addition, customer expectations for certain services vary with factors such
as time spent, increased number of meetings with specific services, competitive
environment, etc. This white paper provides a comprehensive agenda for future
research on this topic.

Anderson and Srinivasan (2003) compared e-satisfaction with "customer

satisfaction with the previous shopping experience for a particular shopping
experience".
Electronic Commerce Company ". Electronic service quality
Electronic satisfaction has been explored in previous studies on the quality of
electronic services.

Lociacono (2002) developed a tool for the quality of electronic services that consists
of 12 dimensions that are essentially related to the satisfaction of e-customers.
Therefore, the dimension of e-service quality is considered to be the focus of this
study, which affects online customer satisfaction. This paper considers the value of
analyzing the relationship between quality dimensions of e-services to be valuable.

Kuo, Silverstein (2003) To improve customer satisfaction and loyalty, it helps to

understand the e-service quality dimension that E-Customer considers important.
From the perspective of the previous discussion, the purpose of this white paper is to
examine factors that influence the user's perception of the website.

Jagdish N and Athulya Parvatlyar studied about “Relationship Marketing in

consumer markets” to develop relationship marketing with customers and motivation
in relationship marketing. From the study, it was identified that with more focus on
CRM, this reduces consumer available choice.

Debanjan Saha and Ramamirtham Gopal (2014) researched on “An analysis of

factors that influence the influencer’s recommendation with regard to the purchase of
Automotive Lubricants for two-wheelers”. The objective of the study was to identify
the level of service quality towards the customers. This report was only able to find
out the consumer’s interest level about the product or service delivery perception of
provider.

Dr. T. Srinivasan (2015) conducted “A study on Consumer Preferences of Petroleum

Retail Outlets”. The objective of the study was to know about the buying behaviour of
petroleum products buyers. This report found out about petroleum corporations that
are introducing various schemes to attract people.

Narayan V. Iyer and Madhav G. Badami (2007) studied about “Two-wheeled

motor vehicle technology in India: Evolution, prospects and issues”. The objective of
the study was to know about vehicles contribution in the urban area, energy
consumption through petroleum products. This paper only discusses about the
evolution of M2W vehicle technology and contributory factors including market
forces in India.

N.C. Pahariya and Chandan Mukherjee (2007) studied about “Commodity

Revenue Management: India’s rapeseed/mustard oil sector”. The purpose of the study
is to understand the relationship between farmers and Indian Government to earn
revenue for agriculture. This study acts as an introduction to mustard oil sector. It also
highlights its importance to Indian economy and the revenue it contributes towards.