INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2456-4184 | Impact factor: 8.76 | ESTD Year: 2016
Scholarly open access journals, Peer-reviewed, and Refereed Journals, Impact factor 8.76 (Calculate by google scholar and Semantic Scholar | AI-Powered Research Tool) , Multidisciplinary, Monthly, Indexing in all major database & Metadata, Citation Generator, Digital Object Identifier(DOI)
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.
Keywords:
Website quality, website design, service quality, customer satisfaction.
Cite Article:
"IMPACT OF WEBSITE QUALITY ON CUSTOMER SATISFACTION", International Journal of Novel Research and Development (www.ijnrd.org), ISSN:2456-4184, Vol.8, Issue 4, page no.e416-e421, April-2023, Available :http://www.ijnrd.org/papers/IJNRD2304456.pdf
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ISSN:
2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar| ESTD YEAR: 2016
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
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