Abstract:
Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to analyze the factors influencing customer satisfaction on internet retailing. To a certain extent, Internet shopping may be regarded as a computer application involving interactions with a computer environment. Since the mid-1990s, however, multi-channel retailing has increased dramatically due to traditional retailers selling over the Internet. This trend presents considerable operational challenges because Internet and traditional retail have vastly different demand drivers, product variety issues, optional inventory configurations, cost structures, supply chain structures and delivery mechanisms.
