Importance of After Purchase Services in Online Business and Customers Satisfaction: A Study from Pakistan

Abstract

This research paper is focused on the understanding of postpurchase customer services and their impact on customer 
satisfaction and future purchase intention. This paper emphasized 
the importance of logistic services like shipping, return, and tracking 
of the order to provide managerial guidance in e-commerce in 
Pakistan. This study is intended to support and facilitate managerial 
insights about post-purchase activities regarding shipping, tracking, 
and e-commerce returns. Hence, it is a useful study for the 
practitioners to design their e-commerce services by focusing on the 
logistic services to satisfy the customers. This study can be further 
extended to other countries as well. The results reveal that postpurchase services lead to the increased customer satisfaction, which 
helps the e-commerce entrepreneurs to retain their customers and 
consequently increased market share and profitability.