The Researches on Customer Satisfaction Factors of Chinese Internet Shopping Mall:Focused on Chinese Students

摘要

The Internet shopping mall as a type of electronic commerce has proliferated rapidly since the middle of 1990s in China. Customer satisfaction is more challenging in the Internet commerce than ever before. Thus, it is a key challenge for the manager to understand customer requirements and enhance their satisfaction. This research proposed a theoretical model of customer satisfaction factors of online shopping. Specifically, the constructs of shopping site system, products, information, customer service, and delivery were examined to determine their influence on satisfaction. The results of this research can help marketing managers provide guidelines and strategies to develop customer satisfaction and maintain customer loyalty.