Vol. 3, Issue 2, Part A (2021)

Online shopping has become an important part of everyday life and consumers now depend on e-commerce platforms for a wide range of products. This study aims to understand the level of consumer satisfaction with online purchases and identify the key factors that influence their experience. The research focuses on important elements such as product quality, delivery speed, payment security, website or app ease of use, return and refund policies, customer support and overall trust in online platforms. Primary data was collected using a structured Google Form questionnaire shared through online platforms. The study uses a descriptive research design and convenience sampling to gather responses from individuals who regularly shop online. The findings of the study show that consumers are generally satisfied with online shopping, but certain areas still need improvement. Product quality, honest descriptions, and timely delivery play a major role in shaping satisfaction. Secure and smooth payment systems make customers feel safe, while simple return and refund processes reduce their stress. Many respondents also highlighted the importance of clear communication and helpful customer service when they face problems with their orders. The results suggest that e-commerce companies need to focus more on transparency, dependable delivery systems, and fast problem resolution to build long-term trust and loyalty. The study provides useful insights for online businesses, marketers, delivery partnersand small sellers who want to improve customer satisfaction and compete successfully in the digital market. It also highlights the growing expectations of modern consumers and the need for continuous improvement in online shopping services.