Customer Satisfaction on e-Commerce: A Study Focus in Kathmandu

Abstract

Online shopping is the process whereby consumers directly buy goods, services etc. from a seller interactively in real-time without an intermediary service over the internet. Online shopping is the process of buying goods and services from merchants who sell on the internet. It was a cross sectional descriptive study done in Kathmandu valley among the population who have done at least once online shopping in any online store. The major objective was to study about factors associated with customer satisfaction towards online shopping inside Kathmandu valley along with to find out level of satisfaction. In age group the majority of the respondents were from age group 18-24, in gender male was of 69% of total respondent, for level of education bachelor level respondent were at majority. Hindu (53.5%) were major and respondent from nuclear family were more (56%). The factors like education level, occupation, monthly income, religion and type of family were found statistically significant with online shopping with p value < 0.05. Among the total respondents 63% were highly satisfied from online shopping while 37% had low satisfaction level. Online store should consider the products preferred by different age groups and genders. Online store should focus more on supplying quality products as well as fast delivery services and easy return policy which will help to increase level of satisfaction among the users.