Factors Influencing Customer Satisfaction in Online Shopping: An Empirical Study on Siliguri Metropolitan Youth
DOI:
https://doi.org/10.33516/maj.v58i11.97-102pKeywords:
No KeywordsAbstract
In online shopping, customers cannot evaluate goods and services based on smell, touch and feel. Hence, it is not so easy to satisfy the customers with an online shopping platform compared to traditional shopping.
This study analyses the responses of 266 online shoppers by SPSS (Statistical Package for Social Sciences) to understand customer satisfaction in online shopping. Exploratory Factor Analysis (EFA) shows that information quality, shopping experience, website quality and delivery times are influencing customers’ satisfaction in online shopping. With the help of AMOS, the impact of stated online shopping parameters in customer satisfaction is examined. The study finds that among these online shopping factors; delivery time affects customer satisfaction the most in online shopping. The shopping experience, information quality and website quality is also affecting customer satisfaction in online shopping.
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