Customer Satisfaction on Online Shopping in Bangladesh

The expeditious enhancement of Internet usage and the methodical progress of Information Technology have transformed the way how goods are bought and sold resulting to the exponential growth in the number of online shoppers. This paper focuses on the drastic change that has been foreseen in the field of online shopping and the customer's preference and satisfaction towards online shopping by designing closed ended questionnaire to collect the data. This is a survey study of the customers of a particular age group respondent (20-50 years old) of Dhaka city because they are the customer who mostly purchase from online in Bangladesh and the purpose of this research is to find the main factors affecting customer satisfaction. A questionnaire survey was undertaken among 200 customers to analyze their perceptions regarding online shopping. Required data are collected through questionnaires and the respondents were asked to give their opinion on the different items of questionnaire using 5 points Likert Scale. Findings revealed that online purchase intention and satisfaction depend on trustworthiness, budget to be spent, payment method, service quality of online stores, product quality, price, product delivery speed, online shopping experience. This study would be helpful to raise the productivity of the company by maintaining the services that the customers prefer to get