IJER © Serials Publications

13(3), 2016: 1041-1054

ISSN: 0972-9380

Ahmad Kahwaji and Mohamad Mazen AL Mubayed

A STUDY OF CUSTOMER SATISFACTION DIMENSIONS AND THEIR IMPACT ON CUSTOMER

LOYALTY TO ONLINE SHOPPING

This study deals with customer satisfaction dimensions and their impact on customer loyalty to online
shopping sites from behavioral perspective. The study aimed at identify the extent of online shopping
sites’ owning of satisfaction dimensions in Arabic market, and the role of those dimensions which were
determined by the researcher as (service quality, perceived value, brand reputation, trust) to improve and
develop customer satisfaction to reach the loyalty level. An analytical study of the most famous online
shopping sites in Arabic market (souq–eureka–X cite) was made, where customer is considered with high
importance. To achieve the study goal; the researcher designed a questionnaire of (35) items to collect
data; a random sample of (120) customers using online shopping sites (Souq–Eureka–X cite) was chosen.
(120) Questionnaires were distributed to the sample; of which (100) were returned. The data were
validated for appropriate statistical analysis using Statistical Package for Social Sciences SPSS software.
The most important results were as follows: Online shopping sites (Souq–Eureka–X cite) possession of
customer satisfaction dimensions was high. The most effective dimension of all satisfaction dimensions
was trust. The positive role of satisfaction dimensions will move customers to loyalty level. There areno
significant differences between online sites customers’ attitudes toward the role of satisfaction
dimensions in reaching loyalty.
Earl Michael A. Tubio, Jeanne B. Altaque, Katrina V. Lucero, Rudynna Grace C. Tagam,

Li Fini Rae E. Toling, Mary Grace C. Veri, and Dr. Ray Butch Mahinay

Department of Technology Communication Management

Mindanao University of Science and Technology

September 15, 2016

ISSN (Online): 2454 - 6119

CONSUMER PERCEPTION AND PURCHASE BEHAVIOR ON ONLINE SHOPPING

AMONG STUDENTS IN MINDANAO UNIVERSITY OF SCIENCE AND

TECHNOLOGY

Consumer perception influences consumer’s purchase behavior. With this, the study determined whether
there is a significant relationship between consumer perception and purchase behavior on online shopping
among students in Mindanao University of Science and Technology. Purposive non-random sampling
was conducted to 200 respondents in four different colleges in the University. Through a survey
questionnaire adopted from three different previous studies, three elements of perception were gauged:
(1) convenience; (2) benefits; and (3) leisure, and another three elements of behavior: (1) convenience;
(2) security; and (3) leisure. It has been found out that the respondents’ perceptions and their purchase
behavior on online shopping are both high. Correlational analysis yielded a high significant association
between their beliefs and behavior at .05 level of significance. To sustain their high perception on online
shopping, it is suggested that web developers should incorporate features on their websites regarding
convenience, security, benefits, and leisure. It is important for online marketers, entrepreneurs, and
businessmen to consider the fact that students spend more time on the internet and that this factor will
likely increase the students’ online shopping behavior.
ISSN 2090-4304

Journal of Basic and Applied Scientific Research

www.textroad.com

*Corresponding Author: Ather Akhlaq, PhD Scholar, University of Edinburgh, UK / Senior Lecturer, Computer Science,
Institute of Business Management, Karachi Pakistan.

Received: February 11, 2014

Accepted: April 24, 2014

CONSUMER SATISFACTION ON ONLINE PURCHASE

Technology has shortened distances between continents, countries, cities and people. People living in
different parts of the world now have similar tastes, perceptions, styles and accessibility. Online shopping
has opened the doors of globalization as it allows consumers to buy products from anywhere around the
world. This research develops a global online shopping model that will be help e-tailers / e-vendors to
increase their customers worldwide. We used exploratory factor analysis and multiple regression
modeling, to develop a model relating Intention as a dependent variable to the number of independent
factors. Our study revealed that Perceived Enjoyment, Perceived Ease of Use and Perceived Risk are
statistically significant factors. Other factors such as Legal Framework and Distrust were found
statistically insignificant. A global online shopping model for e-tailers is required to address large number
of diversified customers. The current study represents an important contribution to the theories of
consumer acceptance of technology, helping researchers to know and understand various factors having
multiple effects on the acceptance of global online shopping.
International Journal of Multidisciplinary Research and Modern Education (IJMRME)

ISSN (Online): 2454 - 6119

(www.rdmodernresearch.org) Volume II, Issue I, 2016

Dr. M. V. Sathiya Bama& M. Ragaprabha( Assistant Professor & Head, Department of Commerce

(E-Commerce), NGM College, Pollachi, Tamilnadu) M.Phil Research Scholar, NGM College, Pollachi, Tamilnadu

SATISFACTION ON ONLINE SHOPPING - A Study with Special Reference to Pollachi Taluk

The act of purchasing products or services over the Internet is called online shopping. In this generation
of fast moving lifestyle, customers are busier than what they were few years back. Today both urban and
rural areas enjoy internet facilities. It is precisely for this reason customers are also purchasing the
products or services online. Online shopping has grown in popularity over the years, mainly because
people find it convenient and easy to bargain shop from the comfort of their home or office. Dahiya
Richa, (2012) an online shop evokes the physical analogy of buying products or services at a bricks-and-
mortar retailer or shopping center; the process is called business-to-consumer (B2C) online shopping. In
the case where a business buys from another business, the process is called business-to-business (B2B)
online shopping. The study was carried out to measures the extent of satisfaction on online shopping,
factors influencing buying behavior andpreferred online websites. The outcome of the study was based on
250 respondents selected from pollachi town of Tamilnadu. The data required for the study have been
collected through questionnaires and analyzed by using statistical techniques as tools, such as Simple
Percentage, Chi-Square test and Weighted Average Rank Method. The study is focused on satisfaction on
online shopping and online buying behavior.
International Journal of Interdisciplinary Research in Arts and Humanities (IJIRAH)

Impact Factor: 4.675, ISSN (Online): 2456 - 3145

(www.dvpublication.com) Volume 2, Issue 1, 2017

K. Jayaprakash & A. Pavithra

RURAL CUSTOMER SATISFACTION TOWARDS ONLINE

SHOPPING IN POLLACHI TALUK

Online shopping is a recent phenomenon in electronic commerce and its definitely going to be the future
of shopping in the world. It is user friendly compare to in store shopping because consumers can just
complete his requirements just with a click of mouse without leaving their home. In the present work, the
researcher intended to analyze the most preferred online shopping website, factors influencing the rural
customers towards online shopping and to analyze the level satisfaction of the rural online customers in
Pollachi Taluk. To analyze the online shopping satisfaction of rural customers, the required data has been
collected from 150 respondents. Simple average method, Factor analysis and chi square analysis were
used.

International Journal of Current Research and Modern Education (IJCRME)

Impact Factor: 6.925, ISSN (Online): 2455 - 5428

(www.rdmodernresearch.com) Volume 3, Issue 1, 2018

Dr. N. Senthilkumar & KL. Chandramohan, Research Supervisor in Commerce, Kandaswami Kandar’s College, P. Velur,
Namakkal, Tamilnadu,Research Scholar in Commerce, Kandaswami Kandar’s College, P. Velur, Namakkal, Tamilnadu

A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE

SHOPPING WITH REFERENCE TO NAMAKKAL DISTRICT

Online shopping is most trendy phenomenon in the present world. The study aims to identify the
customers satisfaction towards online shopping in Namakkal district. The study was based on
questionnaire with a sample of 100 respondents. The findings of the study are analyzed using simple
percentage analysis, chi-square test and friedman ranking test. Findings reveal that age, gender and
educational qualification have significant association with customers level of satisfaction towards online
shopping. The study also concludes that 24 hours service was the first satisfaction factor of the customers
towards online shopping.
V. Mathan Kumar ( Department of Commerce ,Karpagam University, Karpagam Academy of Higher Education),Coimbatore,
Tamilnadu, India & R. Velmurugan(Department of Commerce ,Karpagam University,Karpagam Academy of Higher
Education,Coimbatore, Tamilnadu, India.)

ISSN: 1311-8080(printed version) ; ISSN: 1314-3395(online version)

CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN COIMBATORE DISTRICT

Increasing Internet employment in India offers an increasing outlook for online shopping. A lot of
business units started to use Internet with a motto of reducing distribution expenditures, thereby price of
their products and services are reduced to a certain extent and assists business units to stay at the forefront
in a cutthroat marketplace. Manufacturers’ too employ Internet to communicate, express and publicize
information, to sell the goods, to receive feedback/comments from their customers and to ascertain their
expectations. Customers make use of Internet not only to acquire products through online, but also to
compare prices of different manufactures to have a sound decision, product traits and after sale services
they obtain. Thus, in this study an attempt has been made to identify the level of Customers’ Satisfaction
towards Online purchase and to ascertain factors associated with satisfaction. The result of the study
discloses that customer satisfaction is associated with marital status and level of problem faced by
customers’ on their online purchase.

International Journal of Pure and Applied Mathematics

ISSN: 1311-8080 (printed version); ISSN: 1314-3395 (on-line version)

url: http://www.ijpam.eu

Journal of Economics, Business and Management, Vol. 2, No. 1, February 2014

Taweerat Jiradilok, Settapong Malisuwan, Navneet Madan, and Jesada Sivaraks

The Impact of Customer Satisfaction on Online Purchasing:

A Case Study Analysis in Thailand

E-commerce is gaining importance in Thailand. Shoppers have realized the benefits of online purchasing
over purchasing from Brick and Mortars. Numerous researches have focused on descriptive research on
customer satisfaction and purchase intentions on online purchasing but little or no knowledge regarding
factors that are most influential in motivating online purchase intention in Thailand. This research utilizes
a quantitative method to test the conceptual framework of customer satisfaction that leads to online
purchase intentions for all online users, experienced online purchasers and inexperienced online
purchasers. The results of this research will increase researcher’s comprehension on difference in factors
that influence online purchase intentions of experience and inexperienced online purchasers.
Int. J. Advanced Media and Communication, Vol. x, No. x, xxxx 1

Marwan Mohamed Abdeldayem

College of Business Administration,

University of Dubai, P.O. Box 2575, Dubai, UAE

E-mail: Marawan2000@hotmail.com

A study of customer satisfaction with online shopping: evidence from the UAE

The critical importance of customer satisfaction in online shopping stores has been recognised in
academic research and its literature, in particular. However, studies in this area remain broad and to some
extent fragmented. Therefore, the purpose of this study is to test empirically the integrated model of
customer satisfaction with online shopping that has been developed by Lee and Joshi (2006). This study
draws on 242 questionnaire surveys of university students in Dubai, UAE. The analysis of these surveys
reveals that attitudes toward online shopping and the intention to shop online in the UAE are not only
affected by ease of use, usefulness, and enjoyment, but also by some other factors such as perceived Web-
store traits, channel traits and consumer traits.

Print: 2394-7500

ISSN Online: 2394-5869

www.allresearchjournal.com

Received: 29-10-2017

Accepted: 30-11-2017

Muruganantham S, Nandhini S, Nivetha B and Nandhini A

A study of consumer satisfaction towards online

shopping with special reference to Coimbatore City

The importance of this study is to examine the customer satisfaction towards online shopping users in
Coimbatore city. Also tried to find out various attributes of online shopping users. For this survey was
conducted. The data will be collected from respondents through a scheduled containing questions the
study result concluded that future of e-tailors in India especially in cities looking very bright. Online
shopping offering best price, good products and completely easy shopping experience for our customers.
The success of any e-tailor company in India is depending upon its popularity.
Wang and Le, J Stock Forex Trad 2015, 5:1

DOI: 10.4172/2168-9458.1000164

Research Article Open Access

Volume 5 • Issue 1 • 1000164 J Stock Forex Trad

ISSN: 2168-9458 JSFT, an open access journal

Customer Satisfaction towards Online Shopping at Electronics Shopping

Malls in Vietnam- A Conceptual Model to Enhance Business Success

through Efficient Websites and Logistics Services

Along with the development of electronic commerce, e-consumers have become more important than
ever before, requiring retailing marketers to appeal to this target group. In this study, the authors aim to
measure customer satisfaction towards online shopping process and home delivery service, and seek to
empirically establish a practical online service model for shopping malls selling electronics devices in
Vietnam. The theoretical framework is drawn out, and questionnaire items are designed based on the
factors chosen. The data are carried out by using multiple statistical analyses, including exploratory factor
analysis, reliability analysis, mean point value, and multiple linear regressions. The regression analysis
results show that the most significant factors affecting customer satisfaction towards online shopping
activities are product feature satisfaction, tangibility, empathy, effectiveness and understandability. This
study provides significant suggestions for Vietnamese mall owners to relieve consumers’ security
concerns about online shopping and to raise their belief in the trustworthiness of e-service provided.
IOSR Journal of Business and Management (IOSR-JBM)

e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 11, Issue 6 (Jul. - Aug. 2013) www.iosrjournals.org

Rashed Al Karim (Assistant Professor, Business Administration, East Delta University, Bangladesh)

Customer Satisfaction in Online Shopping: a study into the reasons for motivations and inhibitions

This study endeavours to understand customer satisfaction in online shopping while investigating the
major reasons that motivated customers’ decision-making processes as well as inhibitions of online
shopping. The Kotler and Killers (2009) Five Stage Buying Process Model was chosen as the basis of
framework of this study to explain customer satisfaction through their motivations to buy products online.
The existing literature was reviewed to discover reasons that would influence customers positively or
negatively towards shopping online. Surveys were conducted by distributing questionnaires in the
Wrexham area (North Wales) to gather data for this research. SPSS software package was used to present
research data graphically and to test research hypothesis. From the findings, it was discovered that
respondents use internet to purchase products through online because they believe it is convenience to
them and the term convenient includes elements such as time saving, information availability, opening
time, ease of use, websites navigation, less shopping stress, less expensive and shopping fun. In contrast,
along with respondents’ mind-sets, online payment security, personal privacy and trust, unclear
warranties and returns policies and lack of personal customer service are the foremost barriers of online
shopping. Furthermore, the result of hypotheses established that even though online shopping is
convenient to all consumers, online payment system and privacy or security anxieties have significant
impact on online shopping. Finally, some recommendations have been offered for online retailers to take
initiatives for making online shopping more admired and trustworthy.
International Journal of Sales & Marketing Management Research and Development (IJSMMRD)
ISSN(P): 2249-6939; ISSN(E): 2249-8044 Vol. 5, Issue 1, Feb 2015, 1-10 © TJPRC Pvt. Ltd.
M. RAJESWARI
Associate Professor, Department of Management Studies, Arupadai Veedu Institute of Technology,
Chennai, Tamil Nadu, India

A STUDY ON THE CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN CHENNAI

CITY
This study titled “A Study on Customer Satisfaction towards Online Shopping in Chennai City” has been
undertaken to understand the factors influencing customers’ online shopping decisions and how these
factors affect customer satisfaction. Descriptive Research Design has been used for this study. A well-
structured questionnaire was designed and administered to collect samples across Chennai. Due to the
need for a variety of respondents who have had previous experience with online shopping, judgment
sampling technique was chosen. The study has been undertaken with reference to a sample size of 105
respondents. After collecting the data, the data was classified, tabulated and codified. Necessary statistical
tools such as Percentage Analysis and Chi Square tests have been used to interpret the data. The results of
this study may be of great use to businesses which are looking to expand into or venture into the online
shopping environment.

International Journal of Advanced Scientific Research & Development

Vol. 03, Ver. I, Sep 2016
Kirubadevi, P., & Ganesh , S. S. (2016)
International Journal of Advanced Scientific Research & Development (IJASRD), 03
e-ISSN: 2395-6089 p-ISSN: 2394-8906
Consumer Credence towards Online Shopping

The Purpose of this study is to explore the acceptance of online retailing by consumers in both tier 1 & tier 2 cities.
The detailed study is made with more than thousand respondents across tier 1 & tier 2 cities of Karnataka. Attempt has
been made to understand the key parameters that consumer look forward while online shopping. Results shows the
consumers prefer online shopping however age group 25 to 45 prefer to shop more, consumers with great computer &
literacy & internet users are prone to do online shopping. Gender does play a role in online shopping men are highly positive
about online shopping. Occupation plays a key role in online shopping. High income group tends to shop more online.
When shopping online Secure Payment process, guarantee & warrantee of the products, quality of the
products, promotion, and privacy protection are considered as key factors.
ISSN Print: 2394-7500 ISSN Online: 2394-5869

Impact Factor: 5.2 IJAR 2015; 1(8): 489-495 www.allresearchjournal.com Received: 26-05-2015 Accepted: 29-06-2015

P. Jayasubramanian, D. Sivasakthi, Ananthi Priya K

A Study on Customer Satisfaction towards Online Shopping

Abstract 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 success of online shopping essentially depends on the customer satisfaction during their
purchase.

International Journal of Management (IJM)

Volume 7, Issue 3, March-April 2016
www.jifactor.com
ISSN Print: 0976-6502 and ISSN Online: 0976-6510 © IAEME Publication
Dr. D. SUDHAKAR Academic Consultant, School of Commerce and Management, Dravidian
University, Kuppam, Chittoor (Dst), Andhra Pradesh- 517426
R.SWARNA DEVA KUMARI Academic Consultant, School of Commerce and Management, Dravidian
University, Kuppam, Chittoor (Dst), Andhra Pradesh- 517426

CUSTOMER SATISFICATION TOWARDS ONLINE SHOPPING: A STUDY WITH REFERENCE

TO CHITTOOR DISTRICT

Online shopping is a present phenomenon which has developed a good importance in the trendy business
environment. The evolution of online shopping has opened door of chance to provide a competitive
advantage over firms. Online shopping has grown in popularity over the years mainly because people find
it convenient for the comfort of their home or workplace. In the recent past web possesses a precious
place within the economic activities. It makes the lifetime of customers prosper and sleek. Now-a-days
individuals show their interest on web. They currently feel glad by getting the product online. So this
paper focuses on customer perception and satisfaction towards online shopping.
IOSR Journal of Business and Management (IOSR-JBM)
e-ISSN: 2278-487X, p-ISSN: 2319-7668.
www.iosrjournals.org
Ver. I (June 2017), PP 12-16
Dr. A B Santhi Principal, SGS UG & PG Collge, Tirupati, Andhra Pradesh, India.

A Study on the Customer Satisfaction towards Online Shopping In Tirupati Town

This study titled “A Study on Customer Satisfaction towards Online Shopping in Tirupati Town” has
been undertaken to understand the factors influencing customers’ online shopping decisions and how
these factors affect customer satisfaction. Descriptive Research Design has been used for this study. A
well-structured questionnaire was designed and administered to collect samples across TirupatiTown.
Due to the need for a variety of respondents who have had previous experience with online shopping,
convinced sampling technique was chosen. The study has been undertaken with reference to a sample size
of 120 respondents. After collecting the data, the data was classified, tabulated and codified. Necessary
statistical tools such as Percentage Analysis and ‘t’tests has been used to interpret the data. The results of
this study may be of great use to businesses which are looking to expand into or venture into the online
shopping environment.
Journal of Economics, Business and Management, Vol. 2, No. 1, February 2014
Taweerat Jiradilok, Settapong Malisuwan, Navneet Madan, and Jesada Sivaraks
ISSN (Online): 2454 – 6119
The Impact of Customer Satisfaction on Online Purchasing: A Case Study Analysis in Thailand

E-commerce is gaining importance in Thailand. Shoppers have realized the benefits of online purchasing
over purchasing from Brick and Mortars. Numerous researches have focused on descriptive research on
customer satisfaction and purchase intentions on online purchasing but little or no knowledge regarding
factors that are most influential in motivating online purchase intention in Thailand. This research utilizes
a quantitative method to test the conceptual framework of customer satisfaction that leads to online
purchase intentions for all online users, experienced online purchasers and inexperienced online
purchasers. The results of this research will increase researcher’s comprehension on difference in factors
that influence online purchase intentions of experience and inexperienced online purchasers.

Global Sci-Tech, 5 (1) January-March 2013; pp. 6-19

ABU BASHAR 1* and MOHAMMAD WASIQ 2
1Department of Management and Studies Brown Hills College of Engineering & Technology, Faridabad
(Haryana)2Al-Falah School of Engineering & Technology, Faridabad (Haryana)*E-mail:
abu.bashars@gmail.com
E-satisfaction and E-loyalty of Consumers Shopping Online

With the advent of information technologies and emergence of online stores, the online shopping has not
been the same as it was in the past. Now in order to strive in this cut throat competition it is of vital
importance for the organizations to understand the factors that matter for consumers when they shop
online. As the competition in e-commerce is intensified, it becomes more important for online r e t a i l e r s
t o u n d e r s t a n d t h e a n t e c e d e n t s o f c o n s u m e r a c c e p t a n c e o f o n l i n e shopping. Such
knowledge is essential to customer relationship management, which has been recognized as an effective
business strategy to achieve success in the electronic market. The current research study is an effort to
understand the satisfaction and loyalty pattern for the consumers shopping online. The objective of this research is to
study the impact of emotional state and perceived risk of remote purchase on e-satisfaction during the
Internet shopping. As well, it aims to study the influence of e-satisfaction on e-loyalty. The data gathering
was carried out by a questionnaire. The results show that three dimensions of the emotional state during
Internet shopping (the pleasure, stimulation and dominance) have a significant positive impact on e-
satisfaction. Dimensions of the perceived risk of r e m o t e p u r c h a s e , ( t h e t o t a l r i s k ,
t h e f i n a n c i a l r i s k , t h e s o c i a l r i s k , t h e psychological risk, the functional risk, and the
physical risk) don't have a significant impact on e-satisfaction, except the risk of loss of time has a negative
impact. Finally satisfaction influences positively and significantly the e-loyalty of the cyber consumers.