scholarly journals Factors Influencing Customer Satisfaction in Online Shopping

2021 ◽  
Vol 9 (1) ◽  
pp. 72-82
Author(s):  
Norzalizah Bahari ◽  
Nor Syafiqah A. Samad ◽  
Mohd Fathi Abu Yaziz@Mohamad ◽  
Muhammad Naqib Mat Yunoh ◽  
Nur Amalis Rosli
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Online Shopping ◽  
Quantitative Approach ◽  
Time Saving ◽  
Online Platform ◽  
Online Technology ◽  
Factors Influencing

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

FACTORS INFLUENCING CUSTOMER SATISFACTION OF ONLINE SHOPPING IN OMAN – YOUTH PERSPECTIVE

2018 ◽  
Vol 6 (2) ◽  
pp. 64-73 ◽  
Author(s):  
Noura Said Al-Jahwari ◽  
M. Firdouse Rahman Khan ◽  
Ghanya Khamies Al Kalbani ◽  
Shima Said Al Khansouri
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Online Shopping ◽  
Chi Square ◽  
Safety Assurance ◽  
Factors Influencing ◽  
Kolmogorov Smirnov ◽  
Chi Square Analysis ◽  
The Impact ◽  
Youth Perspective

Purpose: The objective of the study was to analyze the impact of online customer satisfaction through the product quality, application safety, delivery guarantee, and the offers through online shopping. Design/methodology/approach: For this research, the purposive sampling method was used to collect 120 samples through a questionnaire– from those who are performing online shopping in Oman especially the youth. SPSS was used to analyze the collected data. Chi-square analysis, ANOVA and Kolmogorov-Smirnov ranking analyses were carried out to conclude. Findings: The results of the empirical study reveal that the perceptions of the youth confirming the product quality & service guarantee influenced comfort and satisfaction to the online customers. The study also revealed that the service tangibility concerning the guaranteed package and delivery process along with the lowest price motivated them to go for online shopping repeatedly. Research Implications: The study illustrates through Quality Safety Assurance (QSA) model, the factors viz. Product Quality, Application Safety, Delivery Guarantee, and Offers should be focused to improve the online customer satisfaction, and the best-buy offers are the factors which need more attention to increase the Omani clientele. Social implications: The study throws light on the factors and their important role towards improving customer satisfaction during online shopping and the ways and means to augment the same. Originality/Value: Only a very few have examined the factors influencing thecustomers’ satisfaction of online shopping in Oman, and it is a first-hand study of its kind, and the results will be useful to the online marketers.

scholarly journals Investigating Factors Influencing Customer Online Buying Satisfaction In Gauteng, South Africa

2014 ◽  
Vol 13 (5) ◽  
pp. 1187
Author(s):  
Sharon Rudansky-Kloppers
Keyword(s):  
South Africa ◽  
Quantitative Research ◽  
Online Shopping ◽  
Future Research ◽  
Gauteng Province ◽  
Time Saving ◽  
Online Sales ◽  
Factors Influencing ◽  
Online Shoppers ◽  
Online Buying

Online shopping has increased significantly worldwide in the last few years. South Africa is no exception, but although this country has experienced an increase in online shopping, it seems to lag behind the rest of the world where this development is concerned. Research into the factors which influence customer online shopping satisfaction is thus imperative in order for South African retailers to develop the correct strategies for online sales. With this information, they can convert potential customers into real customers and retain them. This research investigates the factors which influence customer online buying satisfaction in the Gauteng province of South Africa. The researcher made use of secondary research to construct a model of factors influencing online customer satisfaction and then tested the model among South Africans living in the Gauteng province. A sample of 111 online shoppers was used and quantitative research was conducted by means of a structured questionnaire. It was found that convenience, delivery, and time saving were viewed by customers as the most important reasons for buying online, while branding was viewed as the least important factor. The research results confirmed the model developed by the researcher. Results of the study, as well as recommendations for future research, are presented.

A Study On Customer Satisfaction Towards Online Shopping In Sivaganga District

2019 ◽  
Vol 118 (6) ◽  
pp. 150-162
Author(s):  
A. Muthupriya
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Rapid Development ◽  
The Internet ◽  
Marketing Environment ◽  
Traditional Markets ◽  
Factors Influencing ◽  
Shopping Satisfaction

This study titled “A Study on Customer Satisfaction towards Online Shopping in Sivaganga District” has been undertaken to understand the factors influencing customers’ online shopping decisions.The rapid development of the internet has strongly impact upon the worldwide marketing environment. Currently it has become one of the popular approaches for business and customer to perform trade over the internet. Businesses have been coming up with creative ways to promote their product via online. Thus it describes how modern market is replacing the traditional markets. This study is taking place to identify the factors that may influence customer’s online shopping satisfaction. Generally, the successof online shopping essentially depends on the customer satisfaction during their purchase.

scholarly journals A STUDY ON FACTORS INFLUENCING THE CONSUMER BUYING BEHAVIOUR WITH RESPECT TO NYKAA

2020 ◽  
Vol 22 (12) ◽  
Author(s):  
Vyshnosri Pendyala ◽  
Keyword(s):  
Personal Care ◽  
Time Saving ◽  
Digital Platforms ◽  
Online Platform ◽  
Factors Influencing ◽  
Changing Trends ◽  
The World ◽  
Buying Behaviour ◽  
Beauty Products ◽  
The Way

A few years ago, industries like beauty and personal care thrived more on the store experience of touch, feel and smell. We never knew that industries like beauty and personal care would probably make their way into digital platforms. We are all well-known with the fact that the evolution of e-commerce sites has made lives easier, simpler and time-saving in the world. Through this the changing trends have proved that the beauty and personal care industries are no exception to the digital mode. This paper explains about how did the e-commerce platforms have changed the way consumers choose online medium of shopping over the offline and the factors effecting the buying behaviour of the consumers regarding an online platform, Nykaa, with respect to their purchase of cosmetic and beauty products.

scholarly journals Behavioural Components of Online Shopping Among Consumers of Malaysia

2019 ◽  
pp. 436-443
Author(s):  
Kastury Gohain ◽  
Seethaletchumy Thambiah ◽  
Manah Chandra Changmai
Keyword(s):  
Empirical Research ◽  
Online Shopping ◽  
Ease Of Use ◽  
Free Time ◽  
The Internet ◽  
Time Saving ◽  
Factors Influencing

The aim of this paper is to contribute to the literature of why people are becoming fond of online shopping nowadays. Surprisingly, online shopping has become much easier since some brands have started to display their designs on phone applications or website which makes the work easier and saves time of consumers. People nowadays like to spend their free time by surfing the internet no matter anywhere and anytime. For many respondents, the online shopping has almost become an addiction. The purpose of this study is to explore the extent to which the online shopping is preferred by the consumers and the factors which motivate them to engage in online shopping. In this empirical research, it has specifically put an emphasis to identify the factors which influence the consumers to do online shopping. The purpose of this research also is to investigate the factors that influence the consumers to become addicted with online shopping. The study also unveils importance of time saving, ease of use and accessibility as factors influencing consumers to become addicted with online shopping. Therefore, today it is true that consumers have become addicted with shopping through websites due to ease of availing it.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH BANK TABUNGAN NEGARA CABANG KARAWANG

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Nur Fitria Umar ◽  
Nuridin Nuridin
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Approach ◽  
Sampling Techniques

<em>To determine the effect of service quality and product quality on Customer Satisfaction at Bank Tabungan Negara, Karawang Branch. This research is included in the category of causal associative research using a quantitative approach. The population in this study were the customers of Bank Tabungan Negara, Karawang Branch, with the criteria being at least 17 years old, with a sample of 80 people with incidental sampling techniques. Methods of data analysis using partially and simultaneous linear regression. The results showed that partially or simultaneous  service quality and product quality had a positive and significant effect on customer satisfaction at Bank Tabungan Negara, Karawang Branch.</em>

scholarly journals Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping

2020 ◽  
Vol 18 (2) ◽  
pp. 83-94
Author(s):  
Muh Haerdiansyah Syahnur ◽  
Jafar Basalamah ◽  
Ackhriansyah Ahmad Gani
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Research Method ◽  
Online Shopping ◽  
Influence Factors ◽  
Customer Experience ◽  
Quantitative Approach ◽  
Experience Factor

Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial test shows that the Personalize dimension is the most dominant. So, the company is expected to be able to give the impression of customers can be recognized by the presence of e-commerce used.

scholarly journals The Influence of Private Label on Customer Loyalty, the Mediating Role of Customer Satisfaction

2020 ◽  
Vol 16 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quantitative Approach ◽  
Private Label ◽  
Mediating Role ◽  
Private Brands ◽  
Mediating Factor

Current study aimed at examining the influence of PL on customer loyalty through the mediating factor of customer satisfaction. Depending on quantitative approach; and distributing (197) questionnaires on individuals; results of study indicated that private label has the ability to increase loyalty if it was accompanied by high customer satisfaction. Among variables chosen, it appeared that product quality and store followed by price are influential in increasing satisfaction and leading to better loyalty. Study recommended taking extra attention in managing and manufacturing private brands in order to increase loyalty through satisfying customers.

scholarly journals A STUDY ON FACTORS INFLUENCING THE CONSUMER BUYING BEHAVIOUR WITH RESPECT TO NYKAA

2020 ◽  
Vol 22 (12) ◽  
Author(s):  
Vyshnosri Pendyal ◽  
Keyword(s):  
Personal Care ◽  
Buying Behavior ◽  
Time Saving ◽  
Digital Platforms ◽  
Online Platform ◽  
Factors Influencing ◽  
Changing Trends ◽  
The World ◽  
Buying Behaviour ◽  
Beauty Products

A few years ago, industries like beauty and personal care thrived more on the store experience of touch, feel and smell. We never knew that industries like beauty and personal care would probably make their way into digital platforms. We are all well-known with the fact that the evolution of e-commerce sites has made lives easier, simpler and time-saving in the world. Through this the changing trends have proved that the beauty and personal care industries are no exception to the digital mode. This paper explains about how did the e-commerce platforms have changed the way consumers choose online medium of shopping over the offline and the factors effecting the buying behavior of the consumers regarding an online platform, Nykaa, with respect to their purchase of cosmetic and beauty products.

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