12. LITERATURE REVIEW Research done by ACSI/Foresee in the year 2005 83 2003 84 2004 80 2005 CUSTOMER SATISFACTION INDEX 80 88 77 86 84 84 E-BAY AMAZON
13. Contd⊠Research done by The Council of Better Business Bureaus in the year 2001 60 % 1692 1999 72 % 3913 2000 Complaints Resolved NO. OF COMPLAINTS YEAR