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The study includes the various research done in U.S on the consumer behavior of e-tailing. Various parameters were considered like CRM, Convenient facilities, etc and accordingly the research was done.
LITERATURE REVIEW Research done by ACSI/Foresee in the year 2005 83 2003 84 2004 80 2005 CUSTOMER SATISFACTION INDEX 80 88 77 86 84 84 E-BAY AMAZON
Contd… Research done by The Council of Better Business Bureaus in the year 2001 60 % 1692 1999 72 % 3913 2000 Complaints Resolved NO. OF COMPLAINTS YEAR