Factors Determining Consumer Satisfaction in Online Shopping: A Quantitative Investigation

Abstract

Online shopping has become increasingly popular among consumers due to its convenience and accessibility. However, ensuring consumer satisfaction in online shopping is a challenging task for retailers. This abstract provides an overview of the factors determining consumer satisfaction in online shopping. Firstly, website quality plays a critical role in online shopping satisfaction. Secondly, product quality is another important factor in consumer satisfaction. Thirdly, customer service is essential in ensuring customer satisfaction in online shopping. Fourthly, security and privacy are crucial to ensuring consumers' trust in online shopping. Lastly, price and promotion also impact consumer satisfaction in online shopping. Consumers expect competitive prices, deals, and discounts, and are likely to be dissatisfied if they perceive that they have been charged unfairly. In conclusion, these factors play an essential role in determining consumer satisfaction in online shopping. Retailers must pay attention to these factors to enhance consumer satisfaction, build loyalty and trust, and increase sales. Researcher had considered 262 respondents to know the factors that determines consumer satisfaction in Online Shopping and found that Convenience and Accessibility, Website quality, Customer service and Security & Privacy are the different factors that determines consumer satisfaction in Online Shopping.