Affective factors to Customers’ Satisfaction by the Services of Online Retailers: A study of Surat City

Dr. Mayuri K. Desai
Assistant Professor,
D. R. Patel and R. B. Patel Commerce College,
Bharthana (Vesu), Surat
Mobile : +91 9925061816

Now days, more and more online retailers enter into the market. In a competitive market place, it is very crucial to understand customers’ needs. Therefore, they have moved from a product-centric to a customer centric position. Customer retention is directly influenced by customer satisfaction. To find out the factors affecting customers’ satisfaction, 100 respondents have been considered. Convenience sampling method has been applied to collect the data. The data has been collected by framing a questionnaire. To analyze the data, independent t-test, one sample t-test and correlation have been applied. From the analysis, it has been found that information quality, security/privacy, payment system, delivery and customer service effect online customer service. It has been also concluded that customers are may be satisfied with the services of online retailers.