Paper Title
IMPACT OF WEBSITE QUALITY ON CUSTOMER SATISFACTION
Article Identifiers
Authors
F C Ebuzoeme
Keywords
Website quality, website design, service quality, customer satisfaction.
Abstract
Poor business result such as low profit margin has been identified as posing a challenge to the progress of e-commerce industry in a developing country like Nigeria. For this reason, online vendors have a task of making effort to improve the status quo by ensuring the satisfaction of their customers in online transactions. This study was carried out to determine the impact of website quality on customer satisfaction. Website quality was defined as consisting of website design and service quality. The study was conducted based on a survey research design. A scale ranging from Strongly Agree, 4, to Strongly Disagree, 1 was used to quantify responses to statements relating website design, service quality, and customer satisfaction.. Data analysis was carried out based on descriptive statistics that produced mean values and standard deviations from the statements while inferential statistics based on multiple regression analysis was also used for data analysis. The findings of the study revealed that website design had positive impact on customer satisfaction. Service quality also had positive impact on customer satisfaction but its impact was less compared to websites design. Variation in website design by a unit resulted in 71.5 percent variation in customer satisfaction while variation in service quality by a unit was responsible for 28 percent variation in customer satisfaction. Overall test for the impact of website quality on customer satisfaction was statistically significant. The conclusion of the study indicates that improving service quality of online vendors, as it relates to such factors as promptness of delivery, guaranteeing getting money back for returned goods, and ensuring accuracy of service delivery, was necessary for increasing the chances of customer retention and improving business prospects.
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How To Cite (APA)
F C Ebuzoeme (April-2023). IMPACT OF WEBSITE QUALITY ON CUSTOMER SATISFACTION. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 8(4), e416-e421. https://ijnrd.org/papers/IJNRD2304456.pdf
Issue
Volume 8 Issue 4, April-2023
Pages : e416-e421
Other Publication Details
Paper Reg. ID: IJNRD_191167
Published Paper Id: IJNRD2304456
Downloads: 000121983
Research Area: Engineering
Country: -, -, -
Published Paper PDF: https://ijnrd.org/papers/IJNRD2304456.pdf
Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2304456
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Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)
ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016
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This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition
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