INVESTIGATING THE USE OF PERFORMANCE MANAGEMENT ON CUSTOMER SERVICE AND THEIR IMPACT ON E-COMMERCE TO GAIN COMPETITIVE ADVANTAGE

The purpose of this study is to focus on the performance management system, to understand perfectly the crucial measurements of e-commerce quality in order to gain a competitive advantage. The quality of e-commerce has an influence over customer trust, behavior, and satisfaction. As customer behavior and satisfaction are related to repurchase intention, it indicates the positive impact of the customer over the product or service that helps an individual business process to lead towards success. The study describes the importance of adopting e-commerce in a business procedure along with an investigation of several barriers to make it understood better. Depending on the various business industrial reports it has been identified that the growth of e-commerce is rising rapidly which is capable of reaching more customers. The positive experience of customers has become an origin of competitive business superiority. In the business process, better e-commerce activities can balance the business process perfectly in order to draw the attention of the consumers with this advanced technology system. Here in order to lead this study, a proper survey has been conducted to get better and reliable responses from 51 participants. Here, in this research, the descriptive method was applied to analyze the primary and secondary data. Thematic analysis of the data has become profitable in getting a better understanding of the topic. In this study, data collection is a systematic procedure that deals with the gathering of information of interest and measuring those. The qualitative research method primary and secondary data collection is appropriate in order to get information about various aspects of e-commerce to balance the performance of the management team of customer services. Moreover, this study will be helpful for business leaders to understand both the positive and negative approaches of the e-commerce process to influence customers to develop business size in the competitive business market