Determinants of Online Shopping and Customer Satisfaction during Covid 19: An Empirical Evidence from Karachi, Pakistan

Munaza Bibi, Ifra Rehman, Mehak Zehra, Najam Novroz, Hamza Sheikh, Javeria Naveed

Abstract


Online shopping is gaining popularity in both developed and developing countries during Covid 19. As people feel happy to purchase the products online instead of going to the market due to the execution of lockdown. The purpose of this study was to examine the effect of online shopping factors like website presentation, product quality, and product price on customer satisfaction. A quantitative type of research was used in order to collect data from the respondents at one point in time-based on their availability. The questionnaire was used for the collection of the data. While the collected data was analyzed using SPSS version 20. The results of the study specified that a positive relationship exists between website presentation, product quality, and product price, and customer satisfaction. Besides, the result of the study revealed a significant positive effect of website presentation, product quality, and product price on customer satisfaction. This study outcome is of significance for marketers to establish a strategy by considering the important factors particularly for online shopping like website presentation, product quality as well as product price because it is crucial for customer satisfaction particularly during a period of Covid 19.


Keywords


Online Shopping, Customer Satisfaction, Covid 19

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Sarhad Journal of Management Sciences by Sarhad University of Science & Information Technology is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at suit.edu.pk