Journal of Contemporary Issues in Business and Government

Abstract

Purpose:Customer satisfaction is always a great matter of concern for all the sellers and
academicians that how the perceived satisfaction level of customers can be judged in case of
online shopping. Present study is conducted in order to measure the level and to identify the most
important factors which are contributing in measurement of theperceived customer satisfaction
level towards online shopping experience during the COVID-19 pandemic.
Research Methodology:Both primary and secondary data are included in the study. Statistical
tool (SPSS-21) is used to run a statistical technique factor-analysis to identify most important
factors while one way ANOVA is used to find out the significant difference between means of
these factors and independence t-test is used to find out the significant difference between the
two factors.
Findings:This result showed that convenient and trust of online shopping, online shopping
features and benefits, fair functioning, secure payment options, product information, positive
online shopping experience and reliability of shopping were most important factors which
significantly affect the perceived customers’ satisfaction toward online shopping during COVID-
19 pandemic andit also reveals that the demographic factors taken in the study do not show much
of significant difference on satisfaction level of customers.