THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON
Mounir Kaakour, S., Walid El Waly, K. (2024). THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON. EKB Journal Management System, 5(1), 551-582. doi: 10.21608/cfdj.2024.324109
Soumaya Mounir Kaakour; Khaled Walid El Waly. "THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON". EKB Journal Management System, 5, 1, 2024, 551-582. doi: 10.21608/cfdj.2024.324109
Mounir Kaakour, S., Walid El Waly, K. (2024). 'THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON', EKB Journal Management System, 5(1), pp. 551-582. doi: 10.21608/cfdj.2024.324109
Mounir Kaakour, S., Walid El Waly, K. THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON. EKB Journal Management System, 2024; 5(1): 551-582. doi: 10.21608/cfdj.2024.324109

THE FACTORS AFFECTING E-CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING EXPERIENCES IN LEBANON

المجلة العلمية للدراسات والبحوث المالية والتجارية
Article 22, Volume 5, Issue 1, January 2024, Page 551-582  XML PDF (671.07 K)
Document Type: المقالة الأصلية
DOI: 10.21608/cfdj.2024.324109
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Authors
Soumaya Mounir Kaakourorcid 1; Khaled Walid El Walyorcid 2
1Beirut Arab University
2BEIRUT ARAB UNIVERSITY
Abstract
This research study focused on investigating the factors that impact e-customer satisfaction with online shopping experiences in Lebanon. The study examined six independent variables: price perception, pay on delivery, social media interaction, website layout, security, and delivery performance, and their influence on e-customer satisfaction, which was the dependent variable. A quantitative research methodology was adopted, utilizing a structured questionnaire as the primary data collection instrument. The questionnaire was distributed to 323 participants, and the data were analyzed using SPSS. The findings of the study indicated that all hypotheses are supported expect the effect of the price perception on e-customer satisfaction which was negatively related. The results of the study have both theoretical and practical implications. Theoretically, these contributions enhance our comprehension of the factors influencing e-customer satisfaction, thus validating the pertinence of established theories within the distinct context of Lebanon. From a practical standpoint, the research outcomes offer valuable insights to e-commerce enterprises in Lebanon, aiding in the pinpointing of avenues for refining their online shopping platforms and strategies. This refinement ultimately leads to an elevation in customer satisfaction levels. Consequently, this process harbors the potential to catalyze the expansion and triumph of the e-commerce sector in Lebanon.
Keywords
E-Customer Satisfaction; Online Shopping; Lebanon; Price Perception; Pay on Delivery; Social Media Interaction; Website Layout; Security; Delivery Performance
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