Year: 2025
Type: article
Abstract: E-commerce has significantly transformed consumer buying behaviours, making customer satisfaction a crucial factor for business success.The study intends to explore the primary factors of online shopping satisfaction by evaluating the impact of product quality, website usability, customer service, order fulfilment, and pricing factors.The survey reveals that most respondents showed moderately positive feedback on product quality, price perception, communication, and personalization concerning customer satisfaction.However, customer service and website performance received weaker positive responses, highlighting areas for improvement.Based on the findings, it is suggested that businesses focus on enhancing website performance, customer service, and delivery quality, while also maintaining competitive pricing, secure payments, and attractive offers to improve overall customer satisfaction.Using a survey-based methodology, the research investigates consumer perceptions and identifies actionable strategies for e-commerce platforms to improve satisfaction and encourage long-term customer loyalty.
Authors: Aashin Reji, Adharsh K O, Adhwaith Krishna EC, Soumya Varghese
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7082660098
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