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

Authors: Marwan Mohamed Abdeldayem

Addresses: College of Business Administration, University of Dubai, P.O. Box 2575, Dubai, UAE

Abstract: 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.

Keywords: customer satisfaction; online shopping; internet shopping; e-shopping; customer-based electronic commerce; e-commerce; UAE; university students; ease of use; usefulness; enjoyment; Web-store traits; channel traits; consumer traits; consumer perceptions.

DOI: 10.1504/IJAMC.2010.034659

International Journal of Advanced Media and Communication, 2010 Vol.4 No.3, pp.235 - 257

Received: 26 Jun 2009
Accepted: 07 Aug 2009
Published online: 14 Aug 2010 *

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