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.