If they can control ever growing swathes of the world's economy, they are not doing themselves a disservice. Maybe they are giving you less service than before, but they are simply doing what big companies do.
Again I said it was anecdotal, meaning that it was just a story that illustrates a point that the parent comments were making. But for fun I decided to look at my order history and found that from 2013 to 2014 the money I spent on Amazon dropped 55%, and from 2014 to 2015 it dropped 86%.
I'm only one customer, but clearly I'm not the only one with a growing frustration, and this case (since that's the only one I can attest to) they're losing real money, and I would cause that a disservice.
Unless either 2014 or 2015 had a negative total, you did the math badly wrong on that "dropped 622%" line (most likely by using the end year rather than the start year as the base.)
But if they are making more money overall being a crappier online store, they are only doing you a disservice, whereas their shareholders would be happy.
