Online Customer Satisfaction Research Articles

E-Business Online Experience, Satisfaction and Trust: Basis for Customer Loyalty among Selected SMEs in Bulacan

This research paper investigates the relationship between e-business online experience, satisfaction, and trust as predictors of customer loyalty among small and medium enterprises (SMEs) in a selected area of Bulacan. Considering the increasing reliance on digital platforms for e-commerce, issues surrounding online security and user privacy have arisen, raising concerns about consumer trust in e-business environments. Employing a quantitative research methodology, the study utilizes a quantitative descriptive and correlational design to measure and identify the mean and standard deviation of online experience, satisfaction, and trust as independent variables, with customer loyalty as the dependent variable. The findings reveal that SMEs in Bulacan have a strongly positive perception of their e-business online experience, particularly highlighting the simplicity, visual appeal, and effectiveness of the websites they use. They appreciate the quality of information provided by these e-business platforms, which facilitates e-purchases through up-to-date content and straightforward transactions. The study also indicates a strong agreement among SMEs regarding the effectiveness of e-business websites in meeting consumer expectations for repeat purchases, while also identifying areas for improvement in online performance features. Moreover, SMEs generally perceive a high level of security regarding e-business platforms, particularly regarding information transmission and electronic payment safety. However, there was a slightly lower perception of user privacy concerns. The regression analysis indicates that both e-business online experience and customer satisfaction are significant predictors of customer loyalty, underscoring the importance of enhancing these aspects to cultivate lasting customer relationships.

The Role of Final Delivery in Customer Satisfaction with Online Retail Experience

Online retail has gained an important place in our daily lives. With the increasing number of consumers in the online retail experience, this concept has also be come widespread in the marketing literature. In this study, the concept of online retail experience was investigated and the relationship between the final delivery step and customer satisfaction was revealed. In this context, the role of the last delivery step in the relationship between online retail experience and customer satisfaction was examined in there search conducted on consumers aged 18 and older who have online retail experience. The results of there search revealed that the online retail experience has a significant positive relationship between customer satisfaction and the final delivery step. In addition, the partial intermediary effect of the final delivery step was found between the online retail experience and customer satisfaction.

Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model

This study presents an in-depth examination of customer satisfaction dynamics within the rapidly growing O2O food delivery (OFD) sector. Recognizing the exponential market growth and the gradual rise in consumer complaints, we seek to address the gaps in current academic research that tends to overlook the distinction between online and offline service experiences, as well as the psychological foundations of technology adoption. We propose a series of hypotheses grounded in a comprehensive theoretical framework that distinguishes between online and offline dimensions of consumer satisfaction and explores their interrelation by incorporating the technology acceptance model (TAM). We posit that, regarding online satisfaction, the quality of food information, the quality delivery tracking service, and user privacy protection functions from OFD applications hold positive significance for online customer satisfaction. Additionally, considering offline satisfaction, we assert that delivery quality and environment of the delivery service (i.e., delivery scape) contribute positively to offline customer satisfaction. We adopt trust transfer theory to hypothesize a positive relationship between online and offline satisfaction to comprehend a continuous flow in how consumer satisfaction develops. The paper also examines the pathway by which online satisfaction influences consumer loyalty through TAM. By investigating the dynamics regarding these relationships, this study contributes to offering valuable insights that could enhance OFD users’ satisfaction and their loyalty.

INFORMATION TECHNOLOGY AND PRODUCT DESIGN ON CONSUMER INTEREST IN PECI RENCONG ACEH PRODUCTS IN JUANG BIREUEN CITY

Information technology and product design significantly impact consumer buying interest in Peci Rencong Aceh products in Juang Bireuen City. Information technology refers to the use of hardware and software to perform various data processing tasks, including capturing, transmitting, storing, retrieving, manipulating, and displaying information. Product design, on the other hand, is a key element that attracts consumers to products. This study aims to determine the influence of online promotion and customer satisfaction on purchase decisions. The sample size for this study was 100 participants, with data collected through questionnaires and analysed using multiple linear regression. The study found that a 1 percent increase in the information technology variable (X1) led to a 0.876 percent increase in consumer interest, assuming the product design (X2) remained constant. Conversely, a 1 percent increase in product design (X2) resulted in a 0.542 percent increase in consumer interest, assuming the information technology variable (X1) was constant. The correlation coefficient (R) of 81.8% indicates a strong relationship between information technology (X1), product design (X2), and consumer interest (Y). The influence of product design on consumer interest was found to be significant at 65.7% (p = 0.000). The T-test results showed that the T-count value exceeded the T-table value. Additionally, the F-test revealed an F-count of 86.612, compared to an F-table value of 2.31 at a 5% confidence level, leading to the acceptance of the Ha hypothesis and the rejection of the Ho hypothesis. The research concluded that both information technology and product design significantly influence consumer interest. Keywords: Information Technology, Product Design, Consumer Interest.

Pengaruh Faktor Harga dan Kepercayaan Terhadap Minat Pelanggan dalam Membeli Produk DRW Skincare

Scientific study articles from the library as part of Marketing Management Science are the influence of online marketing, customer trust, brand image, and customer satisfaction on purchasing decisions and customer loyalty. The purpose of this article is to investigate the impact of price and trust on consumers' willingness to purchase DRW Skincare products. This research suggests that trust has a positive and significant impact on interest in purchasing DRW Skincare products. Apart from that, the price factor has a positive & significant influence on the interest in buying the product. This descriptive analysis is quantitative for this research method, which uses SPSS tools. The results of this article are: 1) product prices can be compared with their quality. 2): product marketing influences customer loyalty. 3): Brand perception influences customer interest in purchasing products.

Factors Influencing Customer Satisfaction in Online Shopping Among Non-Resident Students of UiTM Cawangan Terengganu

People nowadays prefer to do their purchasing online. Customers like to purchase on the internet because it is more convenient than traditional shopping, which is often associated with anxiety, crowdedness, traffic jams, limited time, and parking space, among other things. In Malaysia, the number of internet users has increased, and online shopping has become a growing trend. Therefore, this study will look into the elements that influence customer satisfaction with online buying among university students. Product quality, brand, and shopping experience are three aspects that contributed to this study. The survey approach was utilized in this study, and 364 respondents answered questionnaires. Questionnaires were distributed to non-resident university students to determine the elements that influence their decision to shop online. The researcher employed both the online survey and manual method to obtain data. Statistical Package for Social Science (SPSS) and Microsoft Excel were used to analyze the data gathered. According to the findings, product quality, brand, and shopping experience all have a significant impact on non-resident university students' satisfaction with online shopping at UiTM Cawangan Terengganu. In summary, the findings of this study are essential for building a successful, sustainable, and competitive business. They provide actionable insights that can lead to improved customer retention, increased revenue, and a stronger brand reputation.

TAHAP KEPUASAN PELANGGAN DALAM URUSAN JUAL BELI SECARA DALAM TALIAN MELALUI PLATFORM E-DAGANG

Customer satisfaction in online shopping refers to the satisfaction of buyers through their experience in making transactions through the e-commerce platform. E-commerce is short for " electronic commerce, " which refers to the process of trading or commercial transactions carried out electronically through the internet or computer network. This study aims to analyze the level of customer satisfaction in online purchases through e-commerce platforms. Qualitative methods are utilized in analyzing the data to identify e-commerce platforms and levels that influence customer satisfaction in the context of online purchases. The main problems identified in the business of buying and selling Online (E-Commerce) is the emergence of doubts on the part of the seller and the buyer due to not fulfilling the perfect purchase and sale rules. Buying and selling in e-commerce platforms also often causes concern or doubt to users because not all transactions meet the perfect standards or principles of buying and selling according to certain religious teachings or laws. This study found that the level of customer satisfaction showed a percentage of 67.7% strongly agreed and satisfied with the purchase transaction through the e-commerce platform. This shows that the level of customer satisfaction with online services is good. A good understanding and expectations of customers can also be fostered through their experience when dealing with buying and selling using an e-commerce platform. Practical implications for customer satisfaction in online business are also discussed. Therefore, virtual buyers can take advantage of the results of this study as a guide in purchasing online through e-commerce platforms.

Effect Of Service Features, Price, And Service Quality on Online Customer Satisfaction

Effect Of Service Features, Price, And Service Quality on Online Customer Satisfaction

A Study on E-Payment Applications used by Online Customers

Abstract: Mobile payment apps, being digital in nature, facilitate convenient transactions and money transfers. Customers derived advantages from the implementation of various payment systems. Several e-payment applications, including Google Pay, PhonePe, Paytm, and others, are utilized for UPI transactions. In recent years, there have been a lot more payment choices on the local market. This has led to a huge rise in the number of people using Internet-based payment apps. These payment apps create significant value and satisfaction. This study examines both the utilization and satisfaction of online customers utilizing payment applications. This study employs a descriptive research approach, utilizing a sample size of 100 customers to collect data from primary sources. In order to achieve this objective, sophisticated techniques like simple percentage analysis are utilised. The process of analysing and interpreting data is visually represented through the use of graphs and pie charts.

Customer Satisfaction towards Online Shopping with reference to Ujjain City

A fundamental understanding of factors causing customer satisfaction in online shopping has gained greater prominence with companies replacing their traditional retail outlets with the online interface. Online retailing helps retailers to serve their customers quickly and more efficiently by delivering superior customer value. It is in this regard a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater prominence. The paper aims to apply the modified SERVQUAL model in the context of online shopping to describe how customers perceive online shopping quality. This empirical study mainly focuses on examining the major factors influencing online customer satisfaction. A survey research questionnaire of 24 items has been applied and the data of 200 respondents were collected from customers using online shopping service in Ujain city. A convenient sampling technique was used for selecting the respondents. Statistical tools such as factor analysis cross tabulation and frequency tables were applied to interpret the data. To achieve the objective reliability test was conducted. The reliability analysis shows that all dimensions are reliable. First, the study identified Ease of use, service reliability, responsiveness, assurance, and security are the major determinants of customer satisfaction with reference to online Shopping. The study primarily focuses on exploring the factors that influence online customer’s satisfaction. The study not also helps in assessing the significance of these factors in the context of online shopping but also provides an insight for retailers on the factors affecting customer satisfaction. Keywords – prominence, Online retailing, convenient sampling technique, reliability analysis, assessing.

AN ANALYTICS APPROACH TO STUDYING THE IMPACT OF ONLINE FOOD DELIVERY PARTNERS ON CUSTOMER SATISFACTION AT RESTAURANTS

The emergence of digital meal delivery platforms has completely changed the restaurant business and the way customers eat. This thesis looks into how online meal delivery partners affect restaurant patron satisfaction levels using an analytics-driven methodology. The studys objectives are to identify the critical elements that influence customer happiness and determine how delivery services affect a restaurants overall performance. The study technique makes use of a variety of datasets to conduct a multidimensional examination. The foundation of the analytical framework is made up of survey data on customer feedback. To enable thorough analysis, the data is carefully cleaned, integrated, and feature engineered. Through correlation analysis and predictive modelling techniques, the study scrutinizes the relationship between various parameters including delivery time, order accuracy, restaurant ratings, and customer satisfaction. Segmentation analysis is utilized to discern distinct customer preferences and behaviours, aiding in the identification of nuanced patterns. The findings unearth key insights into the factors that significantly influence customer satisfaction. The analysis unveils the impact of delivery partners on restaurant performance, delineating the critical facets that contribute to customer contentment in the context of online food delivery services. Leveraging analytics methodologies, we analyse various factors affecting customer satisfaction, including delivery time, order accuracy, customer service, and platform usability. The thesis culminates in actionable recommendations aimed at enhancing service quality and optimizing the delivery experience. The insights derived from the analytical study serve as a foundation for strategic enhancements, fostering collaborative improvements between restaurants and delivery partners. This research advances the understanding of the intricate dynamics between online food delivery services and customer satisfaction within the restaurant industry. It serves as a roadmap for restaurant owners, offering actionable strategies to elevate service standards and augment customer experiences in the evolving landscape of food delivery.

A study on driving factors for enhancing financial performance and customer-centricity through digital banking

PurposeThis study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks.Design/methodology/approachThis study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses.FindingsThe main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis.Research limitations/implicationsThis study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries.Originality/valueThere is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.

The Effectiveness of Digitalisation Usage on Customer Satisfaction Amidst the Covid-19 Outbreak and Recovery Phase

The utilisation of digital technologies to modify business models and generate fresh avenues for revenue and value creation has been acknowledged as a prominent factor. Consequently, it becomes evident that substantial transformation is imperative to effectively realise the ultimate objective of establishing digital enterprises. The issue of digitalization is predominantly an administrative concern rather than a technical one. This article focuses on the aspects that contribute to the enhancement of customer satisfaction in online shopping within China, during the Covid-19 pandemic and the subsequent recovery phase. Online buying has become a prevalent trend among consumers in recent times due to its inherent convenience. The researcher developed a conceptual framework in this study and intends to examine the correlation between seven variables: security, information availability, shipping, quality, pricing, time, and consumer satisfaction in the context of online purchasing. The framework has the potential to be utilized for future research and to make a valuable contribution to the existing body of information on emerging digital business models.

Artificial Intelligence Applications Used in On-line Retail in China and Their Relationship to Customer Satisfaction and Loyalty

Artificial Intelligence is the creation of intelligent computers and smart computer algorithms that help machines understand human intelligence (IBM Cloud Education, 2021). Artificial Intelligence is created by analyzing behavior and patterns of big data. Artificial intelligence has existed since the 1950s (Song et al, 2019) but during recent times application of AI in various sectors like healthcare, business, entertainment, education, weather, and geology has picked up momentum. To cite a few well-known examples of Artificial Intelligence technology that are used by almost everyone in our day-to-day activities are advanced Google searches, YouTube recommendations, and Alexa (Song et al, 2019). The advent of technology has brought about innovation and transformation to every aspect of the business world, including the retail industry. The shift in the retail sector becomes obvious when big brick-and-mortar retailers scale down their physical shops and gradually move part of their business online. Consumer attitudes toward online shopping can vary based on demographics, perceived risk, perceived ease of use, and perceived usefulness. Demographic characteristics can further be classified as sex, age, educational qualification, household income, and relationship status, to name a few. In this study, the aim is to identify artificial intelligence applications and their use in online retail by Chinese consumers. A model has been developed to test the relationships between artificial intelligence applications used for online shopping and customer satisfaction and loyalty.

Perceived Stress and Online Compulsive Buying Behaviour among Women Consumers in Butwal Sub- Metropolitan City

The article discusses the phenomenon of compulsive buying, emphasizing its prevalence and the associated negative consequences such as financial distress and impaired functioning. The present study examined the mediating role of Avoidance coping and the moderating role of self-esteem in the association between perceived stress and online compulsive buying. A sample of 409 female consumers, completed questionnaire measures of perceived stress, self-esteem, Avoidance coping, and online compulsive buying The focus is on the connection between compulsive buying and online shopping, particularly in the context of the growing dependence on the internet. The study also explores the role of avoidance coping mechanisms in understanding and explaining obsessive online purchasing behavior. Additionally, the article delves into the comorbidity of compulsive buying with various psychological disorders. The significance of mood, self-esteem, and coping strategies in compulsive shopping is highlighted. The geographical context of Butwal, a rapidly developing city in Nepal, is briefly described, and the article concludes with insights into the factors influencing online customer satisfaction and e-commerce growth in Nepal. Overall, the article provides a comprehensive overview of the complexities surrounding compulsive buying, particularly in the context of online shopping, and its implications for individuals and society.

Measuring Online Customer Satisfaction Based on Customer Reviews: Topic Modeling Method Using Latent Dirichlet Allocation (LDA) Algorithm

Companies invest significant resources in retaining their customers. Nonetheless, organizations have witnessed customer attrition due to inadequate loyalty. This trend is particularly prevalent among online customer bases. The root cause of this issue lies in the absence of an effective tool for measuring online customer satisfaction that surpasses the capabilities of existing methods. To address this concern, a quantitative study explored the dimensions of online customer satisfaction measurement and established a model applicable across industries for gauging and predicting online customer satisfaction. This was accomplished by conducting an online survey via SurveyMonkey with 384 respondents, employing supervised and unsupervised machine learning techniques in conjunction with the topic modeling algorithm, Latent Dirichlet Allocation (LDA). The findings of this study revealed a significant relationship between predictor variables such as navigation, playfulness, information quality, trust, personalization, and responsiveness and the target variable, online customer satisfaction, employing multiple linear modeling (LSM). Furthermore, it was observed that this phenomenon transcends age groups, impacting both younger and older customers alike. However, it is essential to acknowledge certain limitations, including the risk of overfitting, challenges in establishing external validity, a narrow focus on the retail sector (B2C), and a restricted scope limited to the United States market.

Exploring the Influence of Positive- and-Negative Electronic Word of Mouth on Online Consumer Behaviour and Customer Loyalty

This study aims at investigating the effect of both positive and negative electronic word of mouth (eWOM) on online consumer buying behaviour, customer satisfaction, and customer loyalty. A conceptual model is developed and tested with the data collected from 652 respondents from a developing country. After checking the psychometric properties of the survey instrument, hierarchical regression was performed to test the hypothesized relationships. The results indicate that (a) positive eWOM has a positive effect and negative eWOM has a significant negative effect on online consumer buying behaviour, (b) online buying behaviour is positively associated with customer satisfaction, which, in turn, is related to customer loyalty, and (c) trust in information moderates the relationship between (a) positive eWOM and online buying behaviour, and (b) negative eWOM online buying behaviour. The findings also suggest that trust in the product increases the strength of the positive effect of online buying behaviour and customer satisfaction. The theoretical contribution of this article stems from highlighting the importance of trust in information and trust in products in strengthening the relationship between eWOM and online buying behaviour. The conceptual model developed and tested in this study provides valuable insights into the effects of both positive and negative eWOM on customer satisfaction and loyalty. The study recommends that e-retailers identify the most appropriate platforms where the potential buyers interact with others and exchange reviews and comments that may profoundly affect online buying behaviour.

Factors Affecting Customer Satisfaction in Online Shopping in Sri Lanka

The purpose of this study is to find the key factors affecting customer satisfaction in online shopping in Sri Lanka. The main objective of this study is to find the Factors affecting customer satisfaction in online shopping in Sri Lanka. Examining the impact of Product quality, product price, convenience, Delivery service, Payment methods, After-sale service, and Data security on customer satisfaction in online shopping in Sri Lanka is the specific objective. The methodology is carried out by using purposeful sampling strategies to collect data from 365 online customers of nine provinces in Sri Lanka through the use of an online questionnaire. Seven hypotheses were tested using a variety of statistical approaches, such as independent sample t-tests, one-sample tests, and descriptive statistics, as part of a deductive research methodology. After examining the data, it became clear that demographic variables including income, gender, age, and education had no bearing on consumer satisfaction with online purchases. Nevertheless, product quality, convenience, payment methods, after-sale service, and data security were highly significant indicators of online customer satisfaction in Sri Lanka. The study found implications and suggested that online retailers prioritize easy-to-use platforms, premium goods, and practical payment options. It emphasizes how crucial data security and after-sale support are to ensuring client happiness. Improving online customer satisfaction requires addressing difficulties with website accessibility, order fulfillment inaccuracies, inconsistent product availability, order processing times, and return policy simplification. Future Works have been discovered, but further research is necessary to generalize and expand understanding. Specifically, qualitative investigations are needed to explore changing trends in the dynamic online retail ecosystem of Sri Lanka and to find underlying reasons behind the elements that have been found.

A Study on the Impact of Artificial Intelligence on Online Customer Satisfaction

A Study on the Impact of Artificial Intelligence on Online Customer Satisfaction

Online Shopping and Customer Satisfaction in College–Level Students in Kathmandu Valley

Background: Online shopping is becoming a popular electronic business day by day even in. Consumers can directly buy goods or services through the internet using a web browser when they engage in online shopping. Objectives: The primary objective of the study is to investigate how factors such as product quality, information accessibility, and shipping costs affect customer satisfaction toward online shopping in Kathmandu Valley. Methods: The study used an analytical research design. By utilizing a convenience sampling technique, 400 respondents were chosen from college-level students in Kathmandu Valley. The questionnaire survey was used to gather the primary data, which was then analyzed using cross-tabulation, an independent t-test, correlation analysis, and regression to produce the study's findings. Results: There is an association between information availability, product quality, and shipping cost with customer satisfaction toward online shopping, however, there is a strong association between the information availability and customer satisfaction. Customer satisfaction was highly impacted by the product quality and information availability, whereas it was not affected by the shipping cost. The quality of the product, the availability of information, and customer satisfaction were not impacted by gender; only shipping costs were affected. Conclusion: In conclusion, the online company needs to provide accurate information about their products and their business to draw potential customers and maintain the standard of websites with up-to-date information to retain regular customers. The company also needs to sell a high standard of its products and services to improve the company’s reputation to fulfill customers’ expectations. The company should also consider providing better service by timely delivering items at low cost. Future researchers will have access to a larger sample size across a variety of geographic concentrations to evaluate customer satisfaction in online shopping together with other independent factors of the general public.