Published Paper Details:

This research paper aims to analyze customer satisfaction towards online shopping platforms, focusing on the different factors such as product quality, price transparency, delivery timing, return policies and digital payment convenience for the customers. The growing shift toward e-commerce, encouraged by improvement in technology and the COVID-19 pandemic, has notably transformed behavior and expectations of the consumers. The main objective of this study is to analyze how well e-commerce platforms are meeting the need of the customer and to identify key factors that impact satisfaction levels. The study adopts a mathematical approach by surveying online customer to gather first hand information or baseline data. The responses are analyzed to understand trends, preferences, and areas which need improvement. The findings indicate that while ease and diversities are strong advantages, issues like late deliveries, undisclosed charges, and unsatisfactory return experiences impact satisfaction levels. Based on the results, the paper offers suggestions for enhancing the online shopping experience, particularly from a financial service point of view such as transaction security and reimbursement reliability. This research adds to a deeper understanding of the shifting consumer expectations within the digital marketplace.