Satisfaction In Online Shopping Research Articles

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 Investigation into Antecedents of Customer Satisfaction and Loyalty with Reference to Online Purchasing Behavior

Customer satisfaction and loyalty in the context of online purchasing behavior are influenced by various antecedents, which encompass a wide array of factors ranging from website usability to post-purchase services. Understanding these antecedents is crucial for businesses aiming to thrive in the competitive landscape of e-commerce. The primary antecedents of customer satisfaction in online shopping are website usability. Factors such as intuitive interface design, clear navigation menus, and efficient search functionalities contribute to a positive user experience, leading to higher levels of satisfaction. The study concluded that action and loyalty in online purchasing behavior are influenced by a myriad of antecedents, including website usability, product information, security, and customer service quality, delivery services, perceived value, trust, personalized experiences, and loyalty programs. By understanding and addressing these antecedents effectively, businesses can enhance the overall shopping experience, cultivate loyalty, and drive sustainable growth in the dynamic landscape of e-commerce.

E-commerce for a sustainable future: integrating trust, green supply chain management and online shopping satisfaction

PurposeThis study embarks on a comprehensive investigation into the intricate relationship between consumer trust in e-commerce platforms and the adoption of Green Supply Chain Management (GSCM). It delves into a multifaceted analysis of how these dynamics influence the landscape of online shopping, with a specific focus on four critical dimensions: the efficiency of online purchasing processes, the fulfillment of product delivery commitments, the convenience associated with e-platform utilization, and the safeguarding of consumers' personal information.Design/methodology/approachThis research employs sophisticated Structural Equation Modeling (SEM) techniques, facilitated by SPSS and SmartPLS software, to meticulously analyze the amassed data and subject the formulated hypotheses to rigorous testing. The empirical foundation of this study draws from a sample of 377 randomly selected online shoppers, providing a robust basis for its insights.FindingsAt its core, this research is squarely focused on unraveling the dynamics of consumer trust within e-commerce platforms and highlighting the pivotal role played by GSCM in making online shopping more ecologically responsible and sustainable. Of paramount importance is the novel dimension introduced by this study the integration of trust in e-commerce platforms, GSCM practices, and the multifarious dimensions of online shopping all within a unified conceptual framework. Trust on e-commerce platforms leads to GSCM. GSCM determines online shopping satisfaction, i.e. efficiency, fulfillment, convenience, and privacy. Finally, GSCM mediates between trust on e-commerce platforms and online shopping satisfaction.Practical implicationsThis holistic approach represents a ground-breaking contribution to the existing body of literature. It presents a fresh perspective on the intricate interactions that define the contemporary e-commerce landscape.Originality/valueThis initial research integrates trust in e-commerce platforms, GSCM, and online shopping in a single framework through UTAUT2.

Analysis of the Relationship Between Online Shopping Experience, Service Quality and Online Shopping Satisfaction on Repurchase Intention in Tokopedia

This research examines the relationship between online shopping experience, service quality and online shopping satisfaction on repurchase intentions at Tokopedia. The type of research used is quantitative research using a consumer survey approach. The sampling technique used was purposive sampling. Data collection was carried out using a survey method via a Google form which was filled in by respondents. The research sample used was 210 respondents who had shopped at Tokopedia. In this research, the test used in statistical analysis is hypothesis testing with Smart PLS software. Based on the processing results, (1) online shopping experience has a significant effect on online shopping satisfaction; (2) service quality has a significant effect on online shopping satisfaction: and (3) online shopping satisfaction has a significant effect on repurchase intention.

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.

Use of Factor Scores in Multiple Regression Model for Predicting Customer Satisfaction in Online Shopping

Online shopping can be done from our convenient places like home, office, etc., and the product will be delivered to the respective places. There are many factors influencing online shopping. The purpose of this study is to develop a statistical model that is used to determine the factors that influence online shopping. In this study, using factor analysis five main factors have been obtained from 15 variables that influence online shopping. These five factors have significant effects on satisfaction of customers and accounted up to 56% of total variation. Using the factor scores as independent variables, multiple regression model has been developed for predicting customers satisfaction in online shopping. Customer satisfaction has been used as dependent variable in the regression model. The five main factors that contribute online shopping are: preference of consumers towards online shopping, the risk involved in purchasing products through online, time effectiveness in online shopping, difficulties faced during online shopping and getting products from trustworthy websites.

Factors Influencing Consumer Satisfaction in Online Shopping: A Case of College Level Students

Purpose - The purpose of this study is to examine the influence and relationship between product quality, information availability, and shipping cost with customer satisfaction among college-level students in Kathmandu Valley.
 Design/methodology/approach – This research adopted the explanatory research design. The study targeted college-level students in Kathmandu Valley as a population. A total of 400 respondents were selected from the different colleges by using a convenience sampling technique. The questionnaire survey was applied to collect primary data. The study adopted cross tab, independent t-test, and correlation to analyze the data.
 Findings - The study shows that customer satisfaction is influenced and associated with product quality, information availability, and shipping costs in online shopping. The availability of information is a major factor in customer satisfaction with online shopping. Online shopping companies must uphold reliable websites, ensuring accurate and up-to-date information about products and services to attract potential customers. Additionally, they need to maintain the standard of quality for retaining existing customers and meeting their expectations in enhancing the company's reputation.
 Research limitation/implications - The study examines only three explanatory variables i.e., product quality, availability of information, and shipping cost so that future researchers can study other factors impacting customer satisfaction among college-level students of Kathmandu Valley in different geographic concentrations with new analytical tools.
 Originality/value –The study targeted college-level students of Kathmandu Valley as population. The study is based on the Technology Acceptance Model (TAM), developed by Fred Davis in 1986 to measure the results.

Influence of online E-commerce interaction on consumer satisfaction based on big data algorithm

With the rapid development of the times, people have entered the era of intelligence, and the application of big data algorithms is becoming increasingly widespread. The satisfaction of consumers in online shopping is closely related to communication and interaction during shopping. Based on this, this article studies the impact of online e-commerce interaction on consumer satisfaction based on big data algorithms. This article introduces the mediating variable of consumer satisfaction from the perspective of interaction, constructs a model between interaction and trust, and studies the internal impact mechanism of online interaction on consumer satisfaction in online shopping. This article takes the JD interactive shopping platform as the research object, and analyzes and explores the target consumer satisfaction of the women's clothing interactive shopping platform. Analyzed the impact of interaction on merchant qualifications and service satisfaction evaluations, store size, and logistics of purchased goods. The research results indicate that the normalization coefficients of the H1a and H1b pathways are 0.131 and 0.118, respectively, which are slightly smaller, indicating that the impact of perceived risk on consumer satisfaction is not significant. Meanwhile, the CR in H1 is a positive number and the direction of influence is positive, which is contrary to the assumption. Therefore, it is necessary to calibrate the initial model. After correction, the GFI value is 0.816, AGFI value is 0.825, RMSEA value is 0.042, TFI value is 0.930, CFI value is 0.955, PGFI value is 0.718, and PNFI value is 0.810. The degree is within an acceptable range. Therefore, when implementing interactive shopping, e-commerce companies need to create a good shopping environment for the implementation of interactive activities between sellers and customers. The impact of online e-commerce interaction based on big data algorithms on consumer satisfaction is a hot topic. Personalized recommendations can improve consumer satisfaction and loyalty, but data privacy and security issues are also receiving increasing attention. In addition, it is also necessary to consider the fairness and bias issues of the algorithm, as well as the transparency issues of data analysis and decision-making. On the premise of ensuring data privacy and security, it is necessary to improve the fairness and transparency of algorithms to improve consumer satisfaction and trust, and achieve sustainable development.

Analysis of the SVM Method to Determine the Level of Online Shopping Satisfaction in the Community

Online shopping is an activity of buying goods done online (virtual). This online shopping process is done because it doesn't waste a lot of time. With online shopping, it is very easy for people. Just need open mobile phone view and select the desired item and then order goods and goods will be delivered to the house. But online shopping sometimes also has drawbacks which are one of the reasons people don't want to shop online, such as long shipping times, expensive shipping costs. Therefore a study was made about the level of public satisfaction in online shopping. Researchers will make a data classification about the level of public satisfaction in online shopping using the SVM method. This study aims to see the level of public satisfaction with online shopping, many or nope satisfied people when shopping online. The first step is to collect data that will be used in the data mining process. After that, data preprocessing will be carried out planning the design of the SVM method and finally the prediction process to get Classification results. Then the classification results obtained using the SVM method in data mining show that 34 people are satisfied with online shopping (for a representation result of 59.65%), 23 people are dissatisfied with online shopping (for a representation result of 40.35%). These results state that there are still many people who are satisfied with shopping online and there are some people who are dissatisfied with online shopping

Factors Determining Consumer Satisfaction in Online Shopping: A Quantitative Investigation

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.

Factor Influencing Consumer Satisfaction in Online Shopping During Pandemic

The purpose of the study was to identify the factor influencing consumer satisfaction in online shopping during pandemic. The report of complaint status in Malaysia about customer satisfaction in online shopping during pandemic was quite high. Our researchers have investigated the relationship between security, product quality, e-service quality and price with online consumer satisfaction during pandemic. The respondents are among people in Klang Valley. We analysed the data using software SPSS and Smart PLS. The example of the questionnaires used in this study is attached in Appendix 1. We were satisfied with the information we receive via the Google form. The results of the analysis confirmed the existence of positive and significant correlation between security, product quality, e-service quality and price with online consumer satisfaction during pandemic. In addition, several limitations of the study have been identified. Therefore, recommendations have been given and some suggestions are included in the study to provide better ideas for future researchers.

The Role of the Product Quality and Price in Achieving Customer Satisfaction in Online Shopping

The Role of the Product Quality and Price in Achieving Customer Satisfaction in Online Shopping

Customer Satisfaction in Online Shopping during the Covid-19 Pandemic : An Empirical Study on College-Going Students

The present study will explore the online shopping factors and their respective effects on customer satisfaction in online shopping during the COVID-19 pandemic. For this, 207 responses from college-going students are analyzed using the multiple regression method. The findings show that “product assortment”, “website security”, “customer trust”, and “website design” affect customer satisfaction in online shopping. Product assortment significantly impacts customer satisfaction in online shopping [due to the highest beta coefficient (β = 0.405)]. Next, “website security”, “customer trust” and “website design” affect customer satisfaction [according to their respective beta coefficients (β = 0.256, β = 0.152, and β = 0.113)] in online purchases. The study’s findings will help online sellers to strategically design the online shopping dimension that creates customer satisfaction.

The Influence of Trust and Sales Promotion on Repurchase Intention Through Consumer Satisfaction in Doing Online Shopping in Medan City

Technological advancements are growing rapidly in the current digital age. E-commerce is a kind of technology advancement within the economic area. By providing several conveniences, e-commerce facilitates it for customers to do shopping activities to suit their demands. Shoppe is one of the most visited e-commerce websites in Indonesia. Therefore, this research aims to investigate the effects of customer satisfaction on the relationship between consumer trust and repurchase intention. The investigation was conducted in Medan. This research is classified as associative research. The sample size for this research was 119 respondents. Path is the method of data analysis used. SPSS was used for the analysis of the data. The findings indicate that trust has a positive and significant influence on online customer satisfaction. Positive and substantial effects of sales promotion on customer satisfaction in online shopping. Trust has a positive and significant influence on online shopping repurchase intention. Online shopping repurchase intention is influenced positively and significantly by sales promotion. Consumer satisfaction has a positive and significant influence on online shopping repurchase intention. Consumer satisfaction cannot mediate between trust and the intention to repurchase. The relationship between sales promotion and repurchase intention could be mediated by consumer satisfaction. Keywords: Trust, Sales Promotion, Consumer Satisfaction and Repurchase Intention.

Consumer Satisfaction of Marketplace Users in Indonesia

Aims: The main goal of marketing management today is customer satisfaction. It is crucial to know consumer satisfaction because satisfied consumers will tend to buy the product in the future. In addition, satisfied consumers will also become the company's promotional staff because they will recommend the company's products to their friends and family. This study highlights consumer satisfaction in online shopping, which is currently highly developed due to technological advances. Therefore, the researcher considers it essential to know what factors can make consumers feel satisfied so that later they can increase product sales on the shopee marketplace. This study uses three variables to explain consumer satisfaction: discounts, product quality, and purchase decisions. The reason these variables are used is because these variables are better able to explain consumer satisfaction. After making a purchase at Shopee, consumers will feel satisfied or not.
 Study Design: One hundred seventy-five active shopee marketplace users in the Sumbawa district are the sample in this study. In this study using a purposive sampling technique. The research hypothesis was answered using a structural equation modeling analysis tool based on partial least squares. This study uses the Sobel test to justify whether the purchase decision is an intervening variable.
 Results: These three variables, after being investigated, have a direct influence on consumer satisfaction. The results of the study provide information that shopee consumer satisfaction is achieved through discounts, product quality and purchase decisions. The more satisfied consumers are caused by the big discounts given and good product quality.

EXPLORING THE FACTORS THAT IMPACT CUSTOMER SATISFACTION ON ONLINE SHOPPING IN PAKISTAN: A STUDY OF PRICE, WEB QUALITY, AND SERVICE

To understand these issues and the factors that contribute to customer satisfaction in online shopping, this study employed a quantitative research approach and collected data through a survey of customers in Pakistan. The sample size was drawn using Stata 13 software and a simple random sampling technique was used to select participants. The study found that purchasing process convenience, web quality, and customer service all have a significant impact on customer satisfaction in online shopping in Pakistan. These findings provide valuable insights for e-commerce companies operating in Pakistan, as they can use the information to improve their service and attract more customers. However, it is important to note that the study has limitations, such as the sample size being limited to a single group and the findings not being generalizable to a larger population. Future research can address these limitations by increasing the sample size and including participants from other geographical areas.

Research on influencing factors of customer satisfaction of e-commerce of characteristic agricultural products

Taking Yantai Cherry as an example, this paper studies the influencing factors of customer satisfaction in online shopping of characteristic agricultural products, and analyzes five influencing factors: pre-purchase expectation, product quality, brand image, e-commerce platform and logistics distribution, and designs a scale, puts forward assumptions and verifies them. The results show that pre-purchase expectation has no significant negative influence on customer satisfaction, product quality, brand image, e-commerce platform and logistics distribution have significant positive effects on customer satisfaction. Finally, based on the research conclusions, this paper puts forward some countermeasures and suggestions on improving customer satisfaction of characteristic agricultural products e-commerce from four aspects, which is of certain significance for increasing sales of specialty agricultural products and promoting the development of agricultural e-commerce.

Factors influencing consumer satisfaction toward online shopping: a special reference to India context

The study aims at examining dimensions that may affect online shopping satisfaction of Indian customers. The proposed model describes website design, product information, security and privacy, perceived usefulness and perceived interactivity that may influence customer satisfaction in online environment. Online and offline surveys are coordinated and self-regulated for online shoppers in Aligarh, UP, India. The study included a total of 497 online shoppers. Confirmatory factor analysis was applied to check questionnaire validity and reliability. A structural path model applied to examine the study hypotheses. The empirical results indicated that product information, website design, security and privacy, perceived usefulness have significant and positive influence on the customer satisfaction toward online shopping in India. Also, the results revealed insignificant relationship between perceived interactivity and customer satisfaction toward online shopping. The findings of this study are limited to the customers in Aligarh City, UP, India. Future research can extend the geographical area of respondents. The results of this study will enhance and extend the online retailers' understanding of the roles of website design, product information, security and privacy, perceived interactivity, and perceived usefulness in enhancing online shopping and customer satisfaction in emerging markets like India.

Factors Influencing Customer Satisfaction in Online Shopping

The study aims to determine the factors influencing customer satisfaction in online shopping among Malaysian youth. Online shopping is increasingly popular among Malaysians, including teenagers, due to its time-saving, convenience and availability anywhere and anytime. As online technology is still new in Malaysia, online sellers find it challenging to retain online buyers. The study adopted a survey through a quantitative approach by distributing questionnaires among the youth in Malaysia. The findings indicated that product quality, security, and shipping significantly affect customer satisfaction in online shopping. Furthermore, the study provides recommendations for online sellers and policymakers in enhancing the strength of online platform as the best transaction for customers

THE INFLUENCE OF E-CONSUMERS' MOTIVATION TOWARD ATTITUDE AND SATISFACTION: The Uses and Gratifications Approach

This study examines the influences of entertainment, informativeness, and Web irritation on attitude toward online shopping and satisfaction in online shopping. Particularly, satisfaction in online shopping is explored as the consequences of attitude toward online shopping, while informativeness, entertainment, and irritation are the antecedents of attitude toward online shopping. Data were collected through a quantitative study applying an online questionnaire carried out in 2020, using a representative sample. Findings showed that attitude toward online shopping is determined by entertainment, while informativeness does not significantly affect consumers’ attitude toward online shopping. Web irritation was also found to be of equal importance in influencing the formation of consumers’ attitudes toward online shopping but in a negative manner. This suggests that Web irritation on online shopping sites has a significant influence on consumers. If online shopping sites are irritating, then consumers form negative attitudes toward online shopping. This study also found that consumers’ satisfaction to shop online is determined by their attitude toward online shopping. The findings contribute to the evolution of the Uses and Gratification Theory, particularly in online shopping in developing countries like Indonesia. This study provides implications to e-business, marketers, and website system developers of online shopping sites dealing with products. To cite this article (7 th APA style): Hermawan, H. (2021). The influence of e-consumers’ motivation toward attitude and satisfaction: the Uses and Gratifications approach. Journal Communication Spectrum : Capturing New Perspectives in Communication, 11 (1), 52-63. http://dx.doi.org/10.36782/jcs.v1i1.2133