3.

LITERATURE REVIEW

Literature Review is a step in which the prevailing studies which are related to the topic
are refereed so that the topic of research could be properly understood by researcher. In
the project following researches are reviewed:-

Dr. Henrik B. Okholm (2015) stated that most of the time due to procedure of handling
complaints can cause dissatisfaction. Handling the customers complaints plays very
important part in delay in delivery procedure.
Shahzad Ahmad Khan (2015) stated that the respondents having high experience in
online purchasing, there satisfaction and re purchasing is highly influenced by price of
product. If the price of the product is reasonable then the customer repurchase the product
again and the satisfaction of the customer is influenced by the price of the product.
Harish Patila; Brig. Rajiv Divekarb (2014) we come to know from EOQ approach and
good compensation policy help in managing efficient inventory for e commerce business
and stockless policy can be optimal inventory policy for online retailers.
D. K. Gangeshwer (2013) noted that as there is increase in internet banking by banks in
India so it is an opportunity for the people to increase the usage of I banking and taking
advantage of technology. If the e-commerce company is making the proper usage of the
technology then the customer is t
van Riel et al. (2012) Found that delay in services caused negative impact or damage of
consumer satisfaction, loyalty and image of service provider. If the customer is not
getting the product on the due date then it leads to the dissatisfaction among the customer.
Marimon et al. (2010) by studying purchasing behavior of consumer in an online
supermarket found that delivery time plays a positive role in repurchasing of product. In

an online market delivery time of the product increases and decreases the satisfaction
level of the consumer which affects the repurchasing power of the customer.
Jayaraman Munusamy (2010) it was found that it is essential in today market to
provide better quality service. In an online market service plays a very important role. If
the service is good then it will create positive impact on the consumer otherwise it will
create negative impact.
Snyder, Rell, Hamdan, Basel (2009) It was found that now e commerce role is
increasing on the operation of manufactures, service provider and retailers. Now a days
e-commerce increases the role of manufactures, service provider and retailers.
Corbitt B. J, Thanasankit T. and Yi H (2003) In this research it was found that those
people who have high degree of trust in e commerce are more likely to purchase from
web and those have good experience in using web. Now a days ecommerce purchasing is
increasing day by day and they are providing good services due to this consumer is
having trust and they are preferred to purchase from e-commerce sites.
Kumar P kalwani M.U & Dada (2002) It was found that if time guarantee meet than it
increase the customer satisfaction at the end wait and if there is delay than it decrease the
customer satisfaction at the end wait. Time plays a very crucial part in online services. If
there is delay in delivery to the customer then it will create the negative impact on the
customers.
Grabner-Kraeuter s (2002) SEM analysis hypothesis results was obtained given in the
table II and also found the relation between the factors and variable.
Minyoung Park,Amelia Regan (2002) The delivery at time is most important factor for
the success of home delivery operation of the firm. Delivery in time and home delivery
will create the positive impact on the customer and it affects the satisfaction level of the
customer.

Diaz and Ruiz (2002) It was found that delay in delivery increase anger of customer and
if there is proper time delivery than it will increase purchasing intention. If there is delay
in delivery it will increase the anger of the customer and it will affect the purchasing
intention of the customer.
Ahmad (2002) If there is no appropriate strategies than there may be delivery delay and
may cause customer dissatisfaction that may cause poor customer experiences. If there is
delay in delivery then company should adopt the strategies so that they can compensate to
the customer otherwise it will create poor customer experiences.
Thomas (2001) It is suggested that how marketing tactics are largely effected by
shipping fee and regular buying. Shipping fees and regular buying are mostly effected by
marketing tactics and strategies.
Brynjolfsson and Smith (2000) It is founded that shipping time play an important factor
for the customer in analyzing the price dispersion online.
Taweerat Jiradilok (1999) It is suggested that assurance of higher satisfaction increase
the purchase intention of customer. If the customer is satisfy with the service of the ecommerce company then it will increase the purchase intention of the customer.
Kumar et al. (1997) It is found that those companies were able to meet guarantees
delivery time has increased the higher customer satisfaction at firms. If the company
guarantees delivery in time to their customer it will high the customer satisfaction.
Hill (1994) He noted that delivery reliability for the most companies in a competitive
market environment has become an order qualifier.
Baoyang Wang,Jin Qin (1991) It was found that if there is delay in delivery of product
than it will cause dissatisfaction and reduce intention of purchasing. If there is delay in
delivery it will reduce the purchasing intention of the customer.

Katz et al.(1991) It was suggested that as there was increase in buying habit of customer
in the society, the time taken to deliver services became more important. If the delivery
services provided by e-commerce is good then it will increase the buying habit of
customer.
Scotland (1991) It is due to delays in services by bank, supermarket and other retail
establishment and services which are experiences by customer are main cause of
customer dissatisfaction. Delay in services directly affect the experience of the customer
satisfaction.