Customer Satisfaction on Online Shopping Service Quality During Covid-19 Spreading

Abstract

Measuring customer satisfaction with online shopping (CSOS) service is indispensable nowadays, especially during COVID-19 spreading. Therefore, measuring customer satisfaction (CS) has become necessary to develop the quality and continuity of services. This research has three objectives: specifying factors that play a role in customer satisfaction on multi-communications companies' online-service quality (OSQ) in Erbil, measuring the effect of these factors, and examining the difference in satisfaction among customer groups taking into consideration the demographic information. The sampling is selected randomly from (144) customers having been shopping during the Covid-19 spreading to be the target people of this study. Testing of the hypotheses shows that a positive and significant relationship has existed between customer satisfaction and online service quality (OSQ) on E-commerce platforms: Web Design and Reliability are the most influential factors in customer satisfaction, while safety and customer service have little impact. Besides other factors, demographic variables, such as age and monthly income, affect customer satisfaction at online shopping websites.