Role of Web Design, E-Payment and E-Traceability with Mediating Role of Consumer Behavior to Develop Customer Satisfaction for Emerging Bricks and Clicks Business Model Trends in South Punjab

Abstract

The purpose of this study is to determine the role of web-design, e-payment and e-traceability in developing customer satisfaction with the mediating role of consumer behavior in emerging bricks and clicks businesses trends in South Punjab. In the era of Covid-19, the online businesses are increased in South Punjab, but customer’ satisfaction is still a challenge in bricks and clicks businesses. In this study, random sampling technique was used to collect the quantitative data from the target population of South Punjab on a five-point Likert scale questionnaire. The study demonstrates there is a significant role of web-design, e-payment and e-traceability in developing customer satisfaction with the mediating role of consumer behavior in South Punjab. This study has significant theoretical as well as practical implications. It contributes a theoretical framework to knowledge explaining relationship of variables. It also provides a way to increase customers’ satisfaction for online businesses in South Punjab.