Determinants of customer satisfaction with the online shopping environment: evidence from India
by Sahil Gupta; Arun Aggarwal; Amit Mittal; Pawan Kumar Chand
International Journal of Business and Globalisation (IJBG), Vol. 31, No. 3, 2022

Abstract: Due to its practical importance, the relationship between customer satisfaction and the shopping environment has attracted many researchers. Various studies have established a close relationship between these two concepts and have tested them time and again. This relationship has shown to impact the traditional ways of shopping and has implications for the emerging field of online shopping in the context of an emerging market such as India. To address this, the current study aims to cover the various aspects of shopping which lead to customer satisfaction. Responses were collected from 543 online shoppers to understand their expectations and experience in the online shopping environment during the Indian festive season where Indians tend to shop a lot. A gap analysis was done to understand the difference between the experience and expectations of the shoppers and its impact was calculated using regression for predicting customers' satisfaction. The results show that 'product return policy', 'delivery' and 'warranty' have a strong impact while 'quality of interaction' and 'mode of payment' strategies may require emphasising different aspects of a customer's shopping experience than retention strategies.

Online publication date: Fri, 04-Nov-2022

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business and Globalisation (IJBG):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com