Keyword

Internet shopping, customer satisfaction, customer dissatisfaction

Abstract

Recent researches have predicted that the growth in Internet shopping will show an upward trend over the next few years although the factors that will determine or influence this growth are still uncertain. This paper examines and evaluates internet shopping as a tool for enhancing customer satisfaction. The article reviews sources of customer satisfaction and dissatisfaction. Secondly, the measurement and indicators of customer satisfaction/dissatisfaction level are also examined. Further the Internet as a tool is also evaluated. Finally a conclusion is drawn and recommendation for further /future research is suggested


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