Analyzing important factors in e-commerce for sustainable industry

Abstract

The rapid growth of e-commerce for sustainable industry in Indonesia leads to competition for customer acquisition. Instead of gaining loyalty, customers are trapped in a price war and take advantage to compare and choose the one with the best offer. This study aims to analyze important factors of an online retailer to determine customer loyalty in the productive age group. This study contributes to design a questionnaire that can be utilized in analyzing customer loyalty to a retailer in e-commerce (popularly known as the term e-tailer). The questionnaire can be distributed through the Internet to gather demography, population, and e-loyalty factors. Questionnaire design is proposed containing three parts: Part A – Demography, Part B – Targeted Population, and Part C - e-Loyalty Factors. While Part A records basic information and Part B validates, Part C records respondent’s assessment to an e - tailer. Therefore, the outcome delivers a data engineering method to help e-tailers determine important factors to gain customer loyalty.