Web 2.0 Tools and Service Quality: The Key to Effective Customer Relationships in E-Commerce Environments

Web 2.0 has brought significant advancements in the realm of e-commerce, shaping customer experiences and transforming business practices. This research focuses on the impact of Web 2.0 tools and service quality on customer's behaviors towards e-commerce enterprises, and explores its potential to establish a loyal and a business advocator customer. By leveraging the power of user-generated content, social media integration, interactive experiences, service quality, and e-promotions; businesses can effectively engage customers and build strong relationships with them. The suggested framework highlights the significance of user-generated content in influencing purchasing decisions, the role of social media in expanding reach and fostering realtime communication, and the importance of personalized experiences and collaborative platforms in enhancing customer's behavior. This research offers valuable insights for web 2.0 and e-commerce enterprises to leverage these tools and drive long-term success in the dynamic e-commerce landscape.