Customer Satisfaction on Online Shopping in Cambodia

Abstract

The rapid growth of Internet use and the continuous advancement of technologies have transformed the way things are bought and sold, resulting in a growing number of online shoppers. This study uses a closed-ended questionnaire to collect data on the major shift that has been predicted in the field of online shopping, as well as the customer’s preference and satisfaction with online shopping. This is a survey study of the people living in Phnom Penh city because they are the customer who frequently purchases products online. This study aims to identify the most important elements that influence customer satisfaction. The survey was conducted among 246 customers to analyze their perception of online shopping. Finding shows that online shopping satisfaction and intention depend on reliability, payment method, product quality, service quality of online stores, speed of delivery, option to return policy, and good customer reviews. This research would be helpful to enhance company’s performances by offering the services that customer prefers.

Keywords: Online Shopping, Customer Satisfaction.