Title: Factors Influencing Customer Satisfaction Through E-Commerce Platforms
Authors: Pineda, Jaycelle Anne B. , Rodrillo, Trisha Andrae T. , Sanchez, Sofia A. , Geralyn A. Quiambao, MBM , Ricardo S. Jimenez, LPT, ChBA, DBA, ,
Volume: 8
Issue: 8
Pages: 74-86
Publication Date: 2024/08/28
Abstract:
The researchers aim to study the factors influencing customer satisfaction through e-commerce platforms such as Tiktok, Shopee, Lazada, etc. The study employed a quantitative research design, specifically a descriptive research design, to analyze the relationship between variables such as transaction/payment convenience, price, customer service, product quality, and customer satisfaction. Data collection was carried out in Mabalacat City, focusing on Barangay Dau, Pampanga, utilizing a cluster-convenience sampling technique. Ethical considerations were important, ensuring participant privacy, informed consent, and data confidentiality. The statistical tools used in the study were the percentage and the mean of the grouped data. The research findings revealed significant correlations between transaction/payment convenience, price, customer service, product quality, and customer satisfaction in the e-commerce context. Based on these findings, recommendations are made for businesses to prioritize these factors to enhance customer satisfaction and loyalty in their e-commerce operations. The study contributes valuable insights for businesses aiming to improve their e-commerce platforms and customer experience, emphasizing the importance of understanding and addressing customer needs to build long-term relationships and drive business success in the digital marketplace.)