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

Abdeldayem, Marwan Mohamed

doi:10.1504/ijamc.2010.034659

Cited by 15 publications

(15 citation statements)

References 59 publications

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“…The results of this study are consisted with the previous studies of Abdeldayem [5], Tandon [13] and Kumar [7]. According to the findings of this study researcher identified that convenience have significant influence on the customer satisfaction on online shopping in the Sri Lankan context.…”

Section: Discussionsupporting

confidence: 52%

“…enjoyment, perceived web -store traits and consumer traits influence online shopping satisfaction [5]. Pappas [3] studied that customers are more satisfied with their online purchases when their experience is greater.…”

Section: Source: Telecommunications Regulatory Commission Of Sri Lankmentioning

confidence: 99%

“…According to Chung and Shin [8], customer satisfaction is a causal element, when the customer decided about the pursue or avoid transaction with online distributor [9]. Satisfaction is the estimation of the amaze relevant to the buying decision of the product and utilization experience of the products and services [5].…”

Section: Literature Reviewmentioning

confidence: 99%

“…The empirical studies have been conducted in nationally and internationally concerning the factors in influencing the customer satisfaction on online shopping. Abdeldayem [5] conducted a study on customer satisfaction about online shopping by the evidence from UAE. The study revealed that attitude toward online shopping and the intention to shop online in the UAE are not only affected by easiness of use, usefulness and enjoyment, but also, by some other factors such as perceived web -store traits, channel traits and consumer traits.…”

Section: Literature Reviewmentioning

confidence: 99%

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Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level

Perera

Sachitra

2019

AJARR

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Aim: Online shopping is the most popular feature around the world as well as in Sri Lanka. People are tending to do online shopping by using those social media and also by using online shopping websites. As well as most of the business organizations try to use online shopping to sell their product and to increase their market. The objective of this research is to assess the factors influencing customer satisfaction while doing online shopping. Further, the study tested the moderating effect of income level on the relationship between factors influencing customer satisfaction on online shopping. Design: This study used the deductive approach and research design was based on quantitative and cross sectional. The targeted population for this study is customers living around the Colombo area, those who have internet facility in their living place or working place. The sample size was 380. The survey method is employed to collect data through a standardizes questionnaire. The selected dimensions (customer satisfaction, convenience, security, website functionality and customer service) were measured by using a Likert scale measurement items, acknowledging the prior studies. Findings: According to the survey findings of this study, Convenience, Web site functionality, Customer service have significant influence on customer satisfaction on online shopping. The results also indicated that the income level has a significant moderating effect on the relationship between Convenience, Web site Functionality, Security and Customer service and Customer satisfaction on online shopping. Implications: According to the findings of this study online retailers can identified that their consumers are more concern about the website functionality, customer service, and convenience of the online shopping. Therefore, online retailers can develop their website by adding more functions which will be helpful and easy for the customers and they can further improve their customer service at the prior purchase level as well as at the post purchase level in order to attract more customers and retain the existing customers with their business.

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Section: Discussionsupporting

confidence: 52%

Section: Source: Telecommunications Regulatory Commission Of Sri Lankmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level

Perera

Sachitra

2019

AJARR

View full text Add to dashboard Cite

show abstract

“…In this respect, Flaviá n et al (2006) found that usability positively affects consumer loyalty to a website. As well, Abdeldayem (2010) noted that attitudes toward online shopping and the intention to shop online are affected by ease of use. Therefore, we propose in our third hypothesis that:…”

Section: Hypotheses Formulationmentioning

confidence: 99%