Influence of website quality on Customer satisfaction. Evidence from Textile industry of Hyderabad
Author(s)
Dr. Sumra Shaikh , Sumash Siddiqui , Ramsha Mubeen Memon , Dr. Maria Shaikh , Eng. Haseeb Haleem Shaikh , Eng. Sumair Haleem Shaikh ,
Download Full PDF Pages: 73-84 | Views: 775 | Downloads: 220 | DOI: 10.5281/zenodo.4933449
Abstract
The theme of current study is to reduce the conflicts and raise the level of satisfaction among management and employees as well as management and customers. Research was conducted in Pakistan by considering the impact of website quality on consumer satisfaction, by keeping in mind the textile industry of Hyderabad Pakistan. Research shows that how reliability, website design, security and privacy impact on customer satisfaction. The data was based on primary source which involves data collection directly from target population using a structured adopted questionnaire based on customer satisfaction. The sample size was 160. The data was analysed using the Statistical Package of Social Sciences (SPSS) version 20 for windows. Present study considered part A that deals with the demographic factors and Segment B deals with the responses related to the organization based performance. The consequences are accessible in tables forms. This study is quantitative in nature. The recommendations highlighted in this study that top management must provide competitive remuneration to the employees of the organization and need to create career development opportunities and develop a communication network between employees and management of the organization. This study concludes with the future direction of the research. The findings of the research are favorable, that can help the textile industries of Pakistan to make their website more efficient to gain customer satisfaction. Existing study can help organizations to know how to deals with the conflicts and which strategies are followed for rising up the organization performance
Keywords
Customer satisfaction, Textile industries, Website reliability, Website security, Website design
References
i. A. Deyalage1, P & Kulathunga1, D. Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective. International Journal of Business and Management; Vol. 14, No. 2; pg 100. (2019).
ii. Alberto Bisin and Kyle Hyndman. Present-bias, procrastination and deadlines in a field experiment. Games and economic behavior, 119; 339-357, (2020)
iii. Garett, R, Chiu, J, Zhang, L & Young, S, D, A Literature Review: Website Design and User Engagement, Online J Commun Media Technol. 6(3): 1–14. (2016)
iv. Hamed Omar, H, F,Bin Saadan,K & Bin Seman,K. Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers, International Journal of Learning & Development, Vol. 5, No. 1, PG 88. (2015)
v. Hasanov, J., & Khalid, H. The impact of website quality on online purchase intention of organic food in Malaysia: A WebQual model approach. Procedia Computer Science, 72, 382-389. (2015).
vi. Hennig T, Walsh G. Electronic word-of-mouth: motives for and consequences of reading customer articulations on the Internet”. International Journal of Electronic Commerce. 8(2):51–74. (2013)
vii. Hsu, C. L., Chang, K. C., & Chen, M. C. The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators. Information Systems and e-Business Management, 10(4), 549-570. (2012).
viii. Ilbahar E., Cebi S., Kahraman C. Website Design Using Pythagorean Fuzzy Axiomatic Design. In: Kahraman C., Cebi S. (eds) Customer Oriented Product Design. Studies in Systems, Decision and Control, vol 279. Springer, Cham (2020)
ix. Kotler, P. Marketing management: The millennium edition. Marketing management, 23(6), 188-193. (2000).
x. Leninkumar, V, The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty, International Journal of Academic Research in Business and Social Sciences. Vol. 7, No. 4. (2017)
xi. Maraqa,M & Rasheed,A, Users’ Attitudes towards Website Characteristics, International Journal of Scientific & Engineering Research Volume 9, Issue 7, PG 409. (2018)
xii. Nosrati, L. The impact of website quality on customer satisfaction: a research on Iranian online bookstores. (2008).
xiii. Omar, H. F. H., Saadan, K. B., & Seman, K. B. Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. International Journal of Learning and Development, 5(1), 86-89. (2015)
xiv. Potgieter LM, Naidoo R. Factors explaining user loyalty in a social media-based brand community. SA Journal of Information Management. 19(1):1–9. (2017). doi:10.4102/sajim.v19i1.744.
xv. Rosenthal B, Brito EPZ. How virtual brand community traces may increase fan engagement in brand pages. Business Horizons. 60(3):375–384. (2017). doi:10.1016/j.bushor.2017.01.009.
xvi. Sumra shaikh, haseeb shaikh, sumair shaikh. Impact of Job Satisfaction on Employees Performance in faugi meat limited company. Global Journal of Advanced Research, 6(5), 195–203.(2019)
xvii. Sumra shaikh, haseeb shaikh, sumair shaikh. The Impact of Job Satisfaction with Intrinsic Factors and Employee Performance. A Case Study of Food Industry. European Journal of Business and Management, 11(13). (2019).
xviii. Tatang,M & Mudiantono. The impact of website design quality, service quality, and enjoyment on repurchase intention through satisfaction and trust at zalora. Diponegoro journal of management, Volume 6, Nomor 4, Tahun 20 17, Halaman 1-1, (2017)
xix. Toor M, Hussain T, Hussain. The Impact of Social Network Marketing on Consumer Purchase Intention in Pakistan: Consumer Engagement as a Mediator”.Asian Journal of Business and Accounting. 10(1):167–198. (2017)
xx. Weiss, U. Quantum dissipative systems (Vol. 13). World scientific. (2012).
xxi. Wong Winnie, P M, The Effects of Website Quality on Customer e-Loyalty. The Mediating Effect of Trustworthiness, International Journal of Academic Research in Business and Social Sciences. Vol. 4, No. 3. Pg. 21, (2014)
Cite this Article: