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Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective

Author

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  • Piruni A. Deyalage
  • Dushyantha Kulathunga

Abstract

Customer satisfaction has been identified as an important phenomenon in relation to online shopping. The investigation of what cause customer satisfaction has become paramount for online businesses. Therefore, the purpose of this study was to identify the determinants of customer satisfaction in an online context. In this study, the authors proposed a conceptual model of customer satisfaction in the online context by identifying the key factors proposed by previous studies, and hypotheses were developed accordingly. The hypotheses were tested through multiple regression analysis, based on a sample of 150 online customers. The study found that customer service, website design and security perception were significantly associated with online customer satisfaction.

Suggested Citation

  • Piruni A. Deyalage & Dushyantha Kulathunga, 2021. "Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(2), pages 1-99, July.
    • Handle: RePEc:ibn:ijbmjn:v:14:y:2021:i:2:p:99
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    References listed on IDEAS

    as
    1. Urvashi Tandon & Ravi Kiran & Ash Sah, 2017. "Analyzing customer satisfaction: users perspective towards online shopping," Nankai Business Review International, Emerald Group Publishing Limited, vol. 8(3), pages 266-288, August.
    2. Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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