• Mr. Sanjiv Kumar
• Dr. Sujit G. Metre

Users of E-commerce Web sites often have high expectations for the quality of services, and if those expectations are not met, the next site is only a click away. Various researchers have attempted to gauge the customer satisfaction level for various product or services at different locations abroad. India is a developing country and the world is targeting Indian middleclass consumers. Majority of the tier II city customers because of their peculiar demographics, perceive E-commerce in unique way. It is therefore necessary to find out how customers perceive different B2C e-commerce websites. Also it must be clear in the mind of the marketer that the repeat purchases and mouth to mouth publicity of E-commerce site is a function of customer loyalty. In order to understand the parameters of study better, the researchers have undertaken a qualitative research through the survey of existing literature. After going through the various literatures, it was found that many researchers have attempted to bring about consumer’s perception towards B2C e-commerce websites in terms of user interface quality, information quality, privacy and security risk etcetera at different geographical locations around the world. The study attempts to ascertain the factors influencing Customer Satisfaction, Trust and Loyalty for Business to Consumer (B2C), E-Commerce in Tier II cities of India with special focus on Nagpur city. The purpose of present study is to understand and propose the model for ensuring customer loyalty.This paper demonstrates how a researcher can frame the research setting for a detailed enquiry in to the subject matter of researcher’s interests.

Understanding customers of B2C E-commerce in Tier –II cities - A qualitative Approach

"Understanding customers of B2CE-commerce in Tier –II cities - A qualitative Approach", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.96-111, May-2019, Available :http://www.jetir.org/papers/JETIRCE06013.pdf

"Understanding customers of B2CE-commerce in Tier –II cities - A qualitative Approach", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp96-111, May-2019, Available at : http://www.jetir.org/papers/JETIRCE06013.pdf