Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country

Frontiers in Psychology

Yonghui Rao¹  Junaid Ul Haq³  Wizra Saeed⁴  Aysha Saleem⁵ 

[1] Management, Shanghai Jiao Tong University, Shanghai, China;;Antai College of Economics &Department of Professional Psychology, Bahria University, Islamabad, Pakistan;Faculty of Management Sciences, Riphah International University, Faisalabad Campus, Punjab, Pakistan;School of Management, Zhejiang Shuren University, Hangzhou, China;

关键词: consumer perception;    online shopping;    actual experiences;    customer satisfaction;    direct shopping;    perceived risk;   

DOI  :  10.3389/fpsyg.2021.751854

来源: DOAJ

【 摘 要 】

A conceptual model based on the antecedents and consequences of online consumer satisfaction has been proposed and empirically proved in this study. Data were collected during Smart Lockdown of COVID-19 from 800 respondents to observe the difference between perceived and actual, and direct and indirect e-stores. Confirmatory factor analysis was used to observe the validity of the data set. The structural equation modeling technique was used to test the hypotheses. The findings indicated that consumers feel more satisfied when they shop through direct e-store than indirect e-store, whereas their perception and actual experience are different. Implications have also been added to the study.

【 授权许可】

Unknown