Factors Effecting Customer Satisfaction towards Online Shopping in Jiangsu Province China

Author(s)

Majid Murad , Prof Dr Cai Li , Hasnain Javed , Saba Fazal Firdousi , Shabeeb Ahmad Gill ,

Download Full PDF Pages: 142-153 | Views: 925 | Downloads: 254 | DOI: 10.5281/zenodo.3614739

Volume 8 - October 2019 (10)

Abstract

Now a day’s online business is growing day by day and satisfies the needs of customers who want to shop online; the present study discussed the e-loyalty, e-services, e-quality, information and social network links which impact on the customer satisfaction towards online shopping in China. There are many companies that are performed their duties and services to sell products and services online and earning handsome amount. In China many companies are active in this business, e.g. Taobao. The present study targets the Jiangsu province companies which are situated in Nanjing, Wuxi, Zhenjiang, Suzhou, Jiangsu province of China. Most of the population of this city shopped online clothing and footwear. However to build up positive and good image in rivalry market is very tough because everyone wants to sell products; it’s important to create e-loyalty. E-loyalty is, according to famous researcher’s one important ingredient to succeed online and stay profitable. Other important ingredients for e-loyalty are e-satisfaction, e-trust and e-service quality as well as social networks. All of these factors have been investigated and evaluate in which degree they affect customer satisfaction. In this paper, assessed 450 respondents included in the population. The findings have been tested by following statistical analysis, reliability test, correlation analysis, regression analysis and mediation analysis through structural equation modeling. The result showed that e-loyalty is the main driver for customer satisfaction towards online shopping in fashion industry. The result showed that e-service also the main driver for customer satisfaction towards online shopping in fashion industry. The result showed that e-quality and information provide online to create e-loyalty and satisfaction impact customer satisfaction towards online shopping in fashion industry. The result showed that social networks and good relationships are the influence the customer satisfaction towards online shopping in fashion industry. At last the result showed that trust and security playing a mediation role e-loyalty and customer satisfaction towards online shopping in fashion industry. Thereby, a manager should put main focus on what affects satisfaction to increase e-loyalty in this industry.

Keywords

e-loyalty, e-satisfaction, e-quality and information, trust and security, social network, customer satisfaction, online shopping.

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