Investigating the Most Influential Factors for Customer Satisfaction in Online Stores

Abstract

It is important to business owners and managers to understand their customers changing needs. Understanding the most important factors that influence their customers about their products and services is key to achieving this objective. This work presents a systematic method for determining the factors that have the greatest influence on customer satisfaction in an online stores. This is crucial for determining the degree of customer satisfaction. In order to achieve this, we relied on existing literature of customer satisfaction, respondents’ responses to academic questionnaires and statistical correlations. The output from this work is a ranking of the most influential factors for customers’ satisfaction. This is important to business owners and managers in order to better understand the aspects of their business to closely monitor so as to achieve higher customer satisfaction which in turn leads to re-purchase decisions.