The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market

  • Vasic N
  • Kilibarda M
  • Kaurin T
N/ACitations
Citations of this article
1.3kReaders
Mendeley users who have this article in their library.

Abstract

Consumer satisfaction with online shopping is directly dependent on a number of factors. There is a constant dilemma in the market related to the question which online shopping determinants affect the customer satisfaction. This issue is particularly important for underdeveloped markets, where online commerce is not sufficiently present. In order to increase the online commerce participation, it is necessary to explore and analyze the connection between customer satisfaction and diverse determinants. Accordingly, this paper develops the research model to determine the impact of certain online purchase determinants on the consumer satisfaction in the market of Serbia. A conceptual model is defined, consisting of 26 items categorized into seven variables: security, information availability, shipping, quality, pricing, time, and customer satisfaction. Input model parameters were collected through surveys, with the aid of appropriate Internet tools. The validity of the developed model was verified through the Confirmatory Factor Analysis and the Partial Least Squares. The obtained result analysis confirmed the basic research hypotheses that customer satisfaction in online shopping, on the Serbian market, directly depends on the following determinants: security, information availability,

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Cite

CITATION STYLE

APA

Vasic, N., Kilibarda, M., & Kaurin, T. (2019). The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 0–0. https://doi.org/10.4067/s0718-18762019000200107

Readers' Seniority

Tooltip

PhD / Post grad / Masters / Doc 160

57%

Lecturer / Post doc 73

26%

Researcher 25

9%

Professor / Associate Prof. 24

9%

Readers' Discipline

Tooltip

Business, Management and Accounting 238

68%

Economics, Econometrics and Finance 44

13%

Computer Science 37

11%

Social Sciences 29

8%

Save time finding and organizing research with Mendeley

Sign up for free