Factors Affecting Consumer Satisfaction and Customer Loyalty in Online Shopping

This study is based on the context of online shopping concerning customer satisfaction thatleads to customer loyalty. The success of every online business matters on the adoption of theright drivers that impact the post purchase factors, purchasing factors that leads to re purchasefactors customer loyalty. The verification of hypotheses is realized using selected methods ofstatistical induction and descriptive statistic s. In summary, the research has shown there is norelationship between evaluating the quality of determinants companies in e commerce andevaluating the importance of determinants of online shopping behavior. Determinants have animportant impact in the pr ocess of creating and realizing an e commerce strategy, with all ecommerce companies regardless of their size being aware of their practical impact andimportance. This research provides clear direction to customers about different factors ofonline shopp ing. As well as it gives managers a road map to provide the specific services incontext with an online business to customers that will retain the customer satisfied and loyal.

کلیدواژه ها:

Customer Satisfaction ، Customer Loyalty ، Online Shopping