Published Paper Details:

Customer satisfaction is a critical factor in the e-commerce industry that affects consumer behaviour, brand loyalty, and market dynamics. This study looked at the main factors influencing customer satisfaction, including customer service, return and refund policies, delivery speed, and product quality. This study provides a thorough analysis of consumer expectations and experiences with online shopping by comparing survey data from 148 participants with previous research. According to the findings, customer satisfaction was largely dependent on delivery speed (39.5%) and product quality (46.7%). Even though e-commerce platform satisfaction is generally moderate (3.5/5), problems with payment security (18.9%) and return/refund procedures (26.8%) still exist. Additionally, 34.2% of respondents said they were unhappy with the customer service they received. The knowledge gained from this study will help businesses improve their plans to satisfy evolving consumer needs.