Web Quality Features Impact On Customer Satisfaction

Abstract

Online shopping is worldwide and becoming more popular phenomena nowadays. It is now a better option for customers because it is more comfortable and provides various options than conventional ones. So, the customer’s satisfaction in online shopping is becoming more important and challenging for online retailers nowadays. Customer satisfaction is how much the customer is happy and fulfilled with an online retailer’s products and services. In this research, the researcher used a survey method of distributing questionnaires to 270 respondents, using a random sampling technique. The research findings showed that achieving customer satisfaction the quality of a website plays an important role. It moves customer satisfaction negatively and positively as the study explains the customers’ satisfaction's impact on website quality. In the future, it will help online retailers develop a website and know more about the customer behavior towards online shopping. It may help an online retailer determine how to improve its products and services and overcome the upcoming demands of customers satisfyingly in the future.