Service Quality of Selected Indian Companies in the Post-Acquisition Period: A Study of the E-Commerce Sector

Mergers and acquisitions (M&A) represent key strategies for corporate restructuring, aimed at achieving growth, sustaining competition, and generating synergy. As an essential component of business strategy, M&A has gained significant popularity among corporations and is widely utilized as a restructuring tool. In India, several sectors have actively engaged in M&A transactions in recent years, with the E-commerce sector standing out due to its rapid expansion. The Indian e-commerce industry has experienced remarkable growth over the past few years, driven by increased smartphone penetration, rising demand for international consumer products, and enhanced digital infrastructure. Additionally, the COVID-19 pandemic and subsequent lockdowns led to a surge in online purchases of essential goods. Recognizing the sector’s potential, the Government of India has permitted 100% Foreign Direct Investment (FDI) in online retail to encourage new entrants and foster industry growth. Mergers and acquisitions often respond to technological advancements or evolving market dynamics, necessitating strategic shifts. In the dynamic e-commerce landscape, service quality and customer satisfaction play a crucial role in shaping consumer purchase intentions. Maintaining high service standards is essential for businesses to build a sustainable competitive advantage and ensure customer retention. Any transformation in the industry directly impacts consumers—either positively or negatively—depending on market conditions and corporate decisions. Therefore, strategic planning should prioritize customer interests to maintain trust and business continuity. This research focuses on evaluating service quality and customer satisfaction in selected Indian e-commerce companies during the post-acquisition period, analyzing the implications of M&A on customer experiences