Customer Satisfaction Towards Online Shopping with reference to Mangalore City, Karnataka

Authors

  • Dsouza Prima Frederick Research Scholar, Institute of Management & Commerce, Srinivas University, Mangalore- 575001, India.

DOI:

https://doi.org/10.47992/IJMTS.2581.6012.0193

Keywords:

Online Shopping, Customer Satisfaction, Affecting Factors, Perceived Value, Service Quality, System Quality, IPMA analysis

Abstract

Purpose: The central idea of this paper is to study the satisfaction of the customers towards online shopping and understand their problems while shopping online.

Design: Primary data was collected by 203 sample respondents from Mangalore city, Karnataka State. Secondary data was collected from journal papers, books & web pages. The data was analysed by running through SMARTPLS 3.0 software. Measurement model and Structural model was developed and IPMA analysis were used as statistical tools.

Findings: The outcomes of the study states; Perceived Value, Service Quality and System Quality affects Customer Satisfaction. However, service quality requires more improvement as per IPMA analysis.

Originality/Value: The results of the study will help the online stores to frame feasible strategies keeping in mind the interests of all the stakeholders in this sphere.

Type of Paper: Empirical Analysis

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Published

2022-04-20

How to Cite

Dsouza Prima Frederick. (2022). Customer Satisfaction Towards Online Shopping with reference to Mangalore City, Karnataka . International Journal of Management, Technology and Social Sciences (IJMTS), 7(1), 322–334. https://doi.org/10.47992/IJMTS.2581.6012.0193