Main Article Content
Online shopping, Customer Satisfaction, Product Quality, Application Safety, Delivery Guarantee, Offers
Purpose: The objective of the study was to analyze the impact of online customer satisfaction through the product quality, application safety, delivery guarantee, and the offers through online shopping.
Design/methodology/approach: For this research, the purposive sampling method was used to collect 120 samples through a questionnaire– from those who are performing online shopping in Oman especially the youth. SPSS was used to analyze the collected data. Chi-square analysis, ANOVA and Kolmogorov-Smirnov ranking analyses were carried out to conclude.
Findings: The results of the empirical study reveal that the perceptions of the youth confirming the product quality & service guarantee influenced comfort and satisfaction to the online customers. The study also revealed that the service tangibility concerning the guaranteed package and delivery process along with the lowest price motivated them to go for online shopping repeatedly.
Research Implications: The study illustrates through Quality Safety Assurance (QSA) model, the factors viz. Product Quality, Application Safety, Delivery Guarantee, and Offers should be focused to improve the online customer satisfaction, and the best-buy offers are the factors which need more attention to increase the Omani clientele.
Social implications: The study throws light on the factors and their important role towards improving customer satisfaction during online shopping and the ways and means to augment the same.
Originality/Value: Only a very few have examined the factors influencing thecustomers’ satisfaction of online shopping in Oman, and it is a first-hand study of its kind, and the results will be useful to the online marketers.
AlGhamdi, R., Nguyen, A., Nguyen, J. & Drew, S. (2012). Factors influencing e-commerce adoption by retailers in Saudi Arabia: A quantitative analysis. International Journal of Electronic Commerce Studies, 3(1), 83-100, available at https://arxiv.org/abs/1211.2799
Al Karim, R. (2013). Customer Satisfaction in Online Shopping: a study into the reasons for motivations and inhibitions. IOSR Journal of Business and Management, 11(6), 13-20, retrieved from http://www.iosrjournals.org/iosr-jbm/papers/Vol11-issue6/B01161320.pdf
Azadavar, R., Shahbazi, D. &Teimouri, M. E. (2011). The Role of Security as a Customer Perception of Customers’ Online Purchasing Behavior. International conference on software and computer applications IPCSIT, IASIT Press, Singapore, Vol. 9, 174-181, retrieved from http://www.ipcsit.com/vol9/33-B20002.pdf
Belanger, F., Hiller, J.S. & Smith, W.J. (2002). Trustworthiness in Electronic Commerce: the Role of Privacy, Security, and Site Attributes. The Journal of Strategic Information Systems, 11(3-4), 245-270. doi: https://doi.org/10.1016/S0963-8687(02)00018-5
Constantinides, E. (2004). Influencing the Online Consumer's Behavior: The Web Experience. Internet research, 14(2), 111-126. doi: https://doi.org/10.1108/10662240410530835
Eid, M. I. (2011). Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78-93, retrieved from http://www.jecr.org/sites/default/files/12_1_p05.pdf
El Khatib, M. & Khan, F.R. (2017). Implications of Social Media Technology in Interpersonal Skills and Academic Performances. International Journal of Management, Innovation and Entrepreneurial Research, 3(2), 99-110. doi: https://doi.org/10.18510/ijmier.2017.326
Javadi, M.H.M., Dolatabadi, H.R., Nourbakhsh, M., Poursaeedi, A. and Asadollahi, A. R. (2012). An Analysis of Factors Affecting on Online Shopping Behavior of Consumers. International Journal of Marketing Studies, 4(5), 81-98. doi: https://doi.org/10.5539/ijms.v4n5p81
Jiradilok, T., Malisuwan, S., Madan, N. &Sivaraks, J. (2014). The Impact of Customer Satisfaction on Online Purchasing: a Case Study Analysis in Thailand. Journal of Economics, Business, and Management, 2(1), 5-11. doi: https://doi.org/10.7763/JOEBM.2014.V2.89
Khan, F.R., Al-Balushi, H.Y., Algaithi, A.D. & Al-shihi, A.A. (2017a). Impact of Social Media on Customer Satisfaction: Bank Muscat – A Case Study. Ahead International Journal of Recent Research Review, 1 (11), 154-164.
Khan, F.R., Hatami, Y.J., Sasidharan, A. & Al-Roshdi, S.A.A. (2017b). Investigative Study of Preferred Social Media Marketing in Safeer Mall, Sohar, Oman. Humanities & Social Science Reviews, 5(1), 53-63. doi: https://doi.org/10.18510/hssr.2017.515
Kolesar, M.B. & Galbraith, R.W. (2000). A Services-Marketing perspective on e-retailing: Implications of e-retailers and Directions for Further Research. Internet Research, 10(5), 424-438. doi: https://doi.org/10.1108/10662240010349444
Lin, C., Wu, H. & Chang, Y. (2010). The Critical Factors Impact on online Customer Satisfaction. Procedia Computer Science, 3, 276-281. doi: https://doi.org/10.1016/j.procs.2010.12.047
Matic, M. &Vojvodic, K. (2014). Customer-Perceived Insecurity of Online Shopping Environment. International Review of Management and Marketing, 4(1), 59-65, retrieved from http://econjournals.com/index.php/irmm/article/view/677
Molla, A. &Heeks, R. (2007). Exploring E-commerce Benefits for Businesses in a Developing Country. The Information Society, 23(2), 95-108. doi: https://doi.org/10.1080/01972240701224028
Niranjanamurthy, M., Kavyashree, N., Jagannath, S. &Chahar, D. (2013). Analysis of E-Commerce and M-Commerce: Advantages, Limitations, and Security Issues. International Journal of Advanced Research in Computer and Communication Engineering, 2(6), 2360-2370, retrieved from https://www.scribd.com/document/270880682/7-Niranjanamurthy-Analysis-of-E-Commerce-and-M-Commerce-Advantages
Oxley, J.E. & Yeung, B. (2001). E-Commerce Readiness: Institutional Environment and International Competitiveness. Journal of International Business Studies, 32(4), 705-723, retrieved fromhttp://www.jstor.org/stable/3069473
Park, C. & Kim, Y. (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context. International Journal of Retail & Distribution Management, 31(1), 16-29. doi: https://doi.org/10.1108/09590550310457818
Pavlou, P.A. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model. International Journal of Electronic Commerce, 7(3), 101-134, retrieved from http://www.jstor.org/stable/27751067
Suh, B. & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International Journal of Electronic Commerce, 7(3), 135-161, retrieved from http://www.jstor.org/stable/27751068
Tsiotsou, R. (2006). The Role of Perceived Product Quality and Overall Satisfaction on Purchase Intentions. International Journal of Consumer Studies, 30(2), 207-217. doi: https://doi.org/10.1111/j.1470-6431.2005.00477.x
Vehovar, V. (2003). Security Concern and Online Shopping. An international study of the credibility of the consumer information on the internet submitted to the Faculty of Social Sciences, University of Ljubljana, 1-36, retrieved from https://consumersunion.org/wp-content/uploads/2013/05/Slovenia.pdf
Wu, M. & Tseng, L. (2014). Customer Satisfaction and Loyalty in an Online Shop: An Experiential Marketing Perspective. International Journal of Business and Management, 10(1), 104-114. doi: http://doi.org/10.5539/ijbm.v10n1p104
Wirtz, B.W. &Lihotzky, N. (2003). Customer Retention Management in the B2C. Long Range Planning: International Journal of Strategic Management, 36(6), 517-532. doi:http://dx.doi.org/10.1016/j.lrp.2003.08.010
Zamri, N.N.A. (2014). Factors affecting Customer Satisfaction towards Online Shopping among University Students at UniversitiTeknikal Malaysia, Melaka. Bachelor Degree Research report, submitted to the Faculty of Technology Management and Technopreneurship, UniversitiTeknikal Malaysia, Melaka, Jun. 2014, 1-78, retrieved from http://eprints.utem.edu.my/16204/
Zatalini, M.A. &Pamungkas, T.N. (2017). Exploring the Success Factors of E-CRM Implementation On B2C E-Commerce: Satisfaction and Loyalty A Conceptual Framework, JurnalEkonomiBisnis, 22(2), 94-106, retrieved from http://ejournal.gunadarma.ac.id/index.php/ekbis/article/view/1620