Factors Influencing Customer Satisfaction of Online Shopping in Oman – Youth Perspective

Al-Jahwari, Noura Said; Khan, Firdouse Rahman; Kalbani, Ghanya Khamies Al; Khansouri, Shima Said Al

doi:10.18510/hssr.2018.628

Cited by 30 publications

(27 citation statements)

References 12 publications

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“…But previously, several authors focused on the website service quality to examine customer satisfaction (Augustie, 2014;Pawlasova & Klezl, 2017;Zatalini & Pamungkas, 2017). Because the electronic service quality can determine how effectively and efficiently a website can provide facilities in case of buying, selling and delivering goods and services to the online shopping customer (Ghaffari and Ashkiki, 2015).…”

Section: Website Service Quality and Customer Satisfactionmentioning

confidence: 99%

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

Biswas

Nusari

Ghosh

2019

IJMSBA

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Researching customer satisfaction becomes key for organizational competitiveness because satisfied customers become loyal customers. Therefore, it is important to measure customer satisfaction towards online shopping, since satisfied customers will make repetitive purchases and provide recommendations to others, thus generating the profit for a particular e-commerce company. Customer satisfaction towards online shopping can significantly be influenced by website service quality, hence many of the previous studies set up to show the relationship between website service quality and customer satisfaction. But still, limited literature has been focused on the mediating effects of the confirmation of customer expectation on the relationship between website service quality and customer satisfaction. Hence, the aim of this study is to measure customer satisfaction based on the website service quality with confirmation of customer expectation. A total of 500 questionnaires were distributed to online customers who are working in the private banks in Bangladesh. Our of 500, a total of 342 questionnaires were used for further analysis, representing a response rate of 68.40%. The hypothesis for direct effect was tested by regression analysis using Statistical Package for the Social Sciences (SPSS). The result of the study revealed that website service quality has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards online shopping. Implications and directions for future research are also highlighted in this present study.

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Section: Website Service Quality and Customer Satisfactionmentioning

confidence: 99%

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

Biswas

Nusari

Ghosh

2019

IJMSBA

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“…A contrast finding was highlighted by Hemalatha and Balakrishnan [25] that addressed the main concern of Indian customers towards online shopping the delay in delivery. Al-Jahwari et al [9] confirmed the role of delivery guarantee in generating online customer satisfaction among young customers in Oman. Thus, the third hypothesis is proposed as below:…”

Section: Slow Delivery Processmentioning

confidence: 95%

“…Al-Jahwari et al [9] conducted a research about factors influencing customer satisfaction in online shopping. They identified that application safety which was measured by safe payment method and personal information protection had significant and positive effect on online customer satisfaction.…”

Section: A Payment Barriermentioning

confidence: 99%

“…When the customers need to purchase a product, they develop some requirements related product quality and expect that purchased product can satisfy their given needs [27]. In online shopping, product quality is among top stimuli factors behind of product safety, guarantee of delivery [9]. Significant effect of product quality on customer preferences and behaviours is explained by the emotional value generated when the customers experienced actual quality performance of a product [28].…”

Section: Poor Product Qualitymentioning

confidence: 99%

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The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

Pham¹,

Yazdani²

2021

IJSSH

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The negative impacts of COVID-19 to every aspects of social-economic structure lead to the retail industry’s changes by shifting from traditional way to online shopping. Although Vietnam is potential market of e-commerce, there are still lots of barriers of online shopping to customer behaviour, especially how to improve the customer experience in purchasing process. Therefore, this paper analyses the mediating role of customer experience on the relationship between online shopping determinants such as: payment barrier, bad complaint resolve, slow delivery process, poor product quality, technical problem, and customer satisfaction in Vietnam. The online survey is conducted according to the related theories, relevant empirical evidence, and pilot study to collect reliable data from 360-400 respondents in Ho Chi Minh city and Ha Noi city. Some quantitative data analysis techniques are proposed and used in this study, including descriptive statistics, reliability, explanatory factor analysis, variance analysis, Pearson correlation analysis, confirmatory factor analysis, and structural equation modeling. For using them, the researcher expects that all factors have significant and negative effect on customer satisfaction through customer experience. By developing one of the first research attempt on pre-normal phase of COVID-19 pandemic, the researchers believes the marketers and top managers at e-commerce companies in Vietnam to have sufficient information about how their customers’ experience with online shopping platforms and related services.

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“…Many studies 5,69‐79 have examined the factors that significantly influence customer satisfaction and customer loyalty in e‐commerce business. Several factors such as perceived usefulness, perceived ease of use, customer risk perception, customer support, customer trust, promotion, information quality, transaction security, website design, and brand image of e‐commerce influence satisfaction when shopping on an e‐commerce website and has significant impact on customer loyalty.…”

Section: Background and Related Workmentioning

confidence: 99%

A critical assessment of the design issues in e‐commerce systems development

Ehikioya

Guillemot

2020

Engineering Reports

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Designers of electronic commerce (e-commerce) transaction system applications face many challenges; some are old while others are emerging because of the emerging nature of the e-commerce domain itself. This article examines the critical design challenges at different stages of the design process of e-commerce applications. The high-level designs have a large number of new issues specific to Web applications. Among them, the security and networking problems are the most determinant for the success of the applications. At the detailed design level, the languages and the user interface are major concerns. The user interface, specific to the Web, forces designers to redefine the traditional concept of the end user for the more appropriate customer-centric concept. This is necessary to address the needs of consumers and for the survival of e-commerce businesses.In addition, we also examine issues bothering the development team and the e-commerce environment. Designers experienced in non-Web applications can be more successful at developing e-commerce applications if they address the issues we identified in this article in a creative way. K E Y W O R D Sdesign issues, e-commerce, e-commerce systems/application INTRODUCTIONThe concept of electronic commerce (e-commerce) has crystallized into a fairly well understood concept 1-7 ; its popularity and fast paced acceptance as an alternative to the brick and mortar market economic model 3,8 tend to undermine a clear understanding, and clear exposition of the characteristics, of e-commerce. Most adherents of e-commerce often focus only on the exchange of value end product 6,7 without paying close attention to, or knowing the intricacies of, the underlying transaction itself. 1,4,[9][10][11][12][13] Therefore, a proper characterization of e-commerce applications is fundamental. We focus on the design challenges in e-commerce transactions in a typical business-to-consumer (B2C) e-commerce domain, which is more popular, more widely patronized by users, and attracts a higher volume of e-commerce transactions. The B2C e-commerce includes retail transactions of products or services from businesses to individual shoppers (ie, businesses sell products or services to individual consumers). Thus, the seller is a business organization whereas the buyer is a consumer.

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Factors Influencing Customer Satisfaction of Online Shopping in Oman – Youth Perspective

Cited by 30 publications

References 12 publications

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

A critical assessment of the design issues in e‐commerce systems development

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