Impact of Intelligent Online Shopping Process on Customer Satisfaction: A case study of Lahore, Pakistan

Abstract

The purpose of this study is to understand a model of online shopping process as well as to point-out the major deriving factor towards customer satisfaction. Moreover, the trend of online buying and selling can also be increased in developing countries by focusing more on price and quality with best services. The customer satisfaction is the most important factor towards the development and explosive expansion of online stores. The more an online vendor provides reasonable prices with best quality, secure privacy, enjoyable element and more alternatives of offering products and services, the more will customer satisfaction which in turns create a long-lasting bond of customer-online vendor relationship. Data is collected by using questionnaire. Multiple linear regression applied to check which factors influenced most customer satisfaction related to online shopping. Transaction influenced most customer satisfaction as compared to interactivity and fulfilment. The results of study disclose that on-line shopping in Pakistan is expressively affected by numerous Demographic factors like transaction, age, interactivity, gender, fulfilment, and income. The results of the study can be further used by the researchers for leading imminent studies in the parallel area.