A Study on Customer Satisfaction Towards Amazon Services in Coimbatore District

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@article{1717445,
      author = {Dihanth Vishnu P T, Dr. A. Jayanthi},
      title = {A Study on Customer Satisfaction Towards Amazon Services in Coimbatore District},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {9},
      number = {11},
      pages = {668-673},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1717445.pdf},
      abstract = {E-commerce has fundamentally altered consumer purchasing behaviour in India, with Amazon emerging as a dominant online retail platform. While existing research has concentrated on metropolitan markets, consumer satisfaction in Tier-2 cities such as Coimbatore remains understudied. This study investigates customer satisfaction towards Amazon services in Coimbatore District, Tamil Nadu, across eight service quality dimensions. A descriptive research design was adopted, with primary data collected from 100 respondents via a structured questionnaire in April 2026. Weighted mean analysis revealed that App/Website Usability (WM = 3.84) and Price Reasonableness (WM = 3.55) were the strongest service dimensions. Delivery Timeliness recorded a critically low mean of 2.23, driven primarily by rural and semi-urban respondents, indicating structural last-mile logistics deficiencies. Overall, 74% of respondents reported high satisfaction and 94% indicated willingness to recommend Amazon. One-Way ANOVA confirmed that age significantly moderates satisfaction (F = 4.38, p = 0.006); gender did not (χ² p = 0.179). Pearson Correlation revealed no significant relationship between delivery satisfaction and overall satisfaction (r = −0.125, p = 0.214), confirming that platform-level factors outweigh logistics in overall satisfaction formation.},
      keywords = {Customer Satisfaction, E-Commerce, Amazon India, Coimbatore District, Service Quality, Delivery, Weighted Mean, ANOVA},
      month = {May},
      doi = {https://doi.org/10.64388/IREV9I11-1717445}
  }