Sławomir Kotylak

Forming relationships on the e-commerce market as a basis to build loyalty and create value for the customer. Empirical findings

Summary The dynamic development of information technology, especially the Internet, which has taken place in recent years has brought many new opportunities to use the Internet in business operations. The Internet has created new opportunities for the development of enterprises. It was its dynamic boom that enabled e-commerce to gain in importance, and along with it made the changes in consumer behavior in terms of place, time and purchasing conditions. The aim of the paper is to present the key aspects in the development of relationships as a basis for building loyalty and creating value for the customer. Attainment of the objective will be aided by presentation of the results of survey regarding the identification of the measures taken to maintain lasting relationships that allow to build loyalty and create value for the customer. In addition, the study will identify the actions conducive to the growth of customer loyalty, which can be helpful in conducting e-business. In the research procedure we have used the analysis of the literature, statistical data and the results of the questionnaire study on the presented issues with customers from Lubuskie voivodship.