The Impact of User Experience Design on Customer Satisfaction in E-commerce Websites

Abstract

Abstract: User experience design (UXD) has become increasingly important in e-commerce website development, as it plays a crucial role in shaping customer satisfaction and loyalty. This study aims to investigate the impact of UXD on customer satisfaction in e-commerce websites. A mixed-methods research design was employed, involving a survey of 500 online shoppers and semi-structured interviews with 10 e-commerce website designers. The findings show that UXD has a significant positive effect on customer satisfaction, with factors such as ease of navigation, clarity of product information, visual design, and speed of page loading being the most influential. The study also reveals that personalization and customization features can enhance customer satisfaction, as they provide a more personalized and engaging shopping experience. Furthermore, the study highlights the importance of mobile optimization, as customers increasingly use mobile devices to shop online. These findings have significant implications for e-commerce website development, as they suggest that UXD should be a top priority for website designers and developers in order to enhance customer satisfaction and loyalty.