Customer Satisfaction with e-Commerce Business: A case of konga.com

Abstract

As the internet and information technology become popular, e-commerce is moving at an unprecedented pace. Thus, the general adoption of internet facilities has made e-commerce take over the approach through which things were done, hence, this study aimed at examining the impact of e-commerce on Konga.com customer's satisfaction in Ilorin metropolis, Kwara State, Nigeria. Specifically, it sought to investigate the extent to which Konga's website design promotes user-friendliness, conveniency in use and payment, data security, competitive advantage and timeliness in service access. In essence, the study investigated the extent to which these indicators contributed to the realization of customers' satisfaction. In testing the varaciy of the claims, the study adopted a purposive sampling technique to select 384 respondents used. In furtherance, the study adopted multiple regression analysis for data analysis. The result of the analysis revealed that the factors that impacted customers' satisfaction with the use of Konga.com's e-commerce platform included; the reliability of meeting requests and specifications, a friendly user interface and easy navigation, and a timely and secure payment system. The two hypotheses tested showed that all the variables were positively significant. The study, therefore, concluded that the convenience, timeliness, data security and the competitive advantage of e-commerce had impact on customer satisfaction. However, customers' confidence depends on how often konga.com meets requests and specifications rather than security or efficiency. This study thus recommended that e-commerce sites be developed to facilitate a secure payment system and a more user-friendly online interface to boost customers' confidence and patronage.