Vol. 6, Issue 2, Part F (2024)

This study delves into the realm of customer satisfaction within the context of online shopping applications, which have seen a significant surge in usage in recent years. With the proliferation of e-commerce platforms, understanding the factors influencing customer satisfaction becomes paramount for businesses striving to maintain competitiveness in the digital marketplace. The objective of this research is to identify the key determinants that impact customer satisfaction towards online shopping apps, thereby providing insights for app developers and e-commerce companies to enhance user experience and foster customer loyalty. The quantitative aspect involves a large-scale survey distributed among users of various online shopping applications, assessing their satisfaction levels and preferences. Concurrently, qualitative interviews are conducted to delve deeper into the nuanced aspects of user experiences, elucidating underlying motivations and concerns. The research considers a range of factors potentially influencing customer satisfaction, including app design, user interface, product variety, pricing, security, delivery services, and customer support. By analyzing both quantitative and qualitative data, the study aims to discern patterns, correlations, and user sentiments regarding these factors. Furthermore, it explores the interplay between customer satisfaction and. By understanding the drivers of satisfaction and areas for enhancement, companies can tailor their offerings expectations online retail.