Philippine E-Journals

Factors Affecting Consumer Satisfaction of Online Business

Kaye Abian | Ian Alvin Gales | Alfen C. Nitsche | Benjiemen T. Dalagan

 

Abstract:

Today, online shopping is a great innovation, making life easier and more convenient for everyone. The study aimed to determine the factors affecting the level of consumer satisfaction of online businesses. This research study used Thomassen’s model that allows the researcher to determine the factors that affect the customers’ satisfaction and what factors greatly influence their satisfaction. Five factors contributed to this research study: fast transaction, mode of payment convenience, price and values, customer service, and product quality. is research used a descriptive survey method of distributing questionnaires to 393 respondents. Questionnaires were distributed among all online consumers in the selected eleven barangays in Nasipit, Agusan del Norte. Based on the findings, there is no significant difference in the online business level of consumer satisfaction as to their profile. The factor that greatly affects consumer satisfaction of online business is fast transaction resulted in highly satisfied. It was recommended that online sellers continue and maintain their fast transactions and find more ways to improve their payment system to pay easily and conveniently.