DOI: https://doi.org/10.36719/2789-6919/54/88-91
Arif Guliyev
Azerbaijan State University of Economics
Master’s student
https://orcid.org/0009-0002-6887-7274
arifguliyev441@gmail.com
The Importance of Customer Satisfaction in Electronic Commerce
Abstract
Customer satisfaction is of great importance in the e-commerce environment, as it directly affects the continued success and competitiveness of businesses. With the rapid development of the Internet and the growing popularity of online shopping, customers have gained more choices, and their demands and expectations have risen accordingly. Ensuring customer satisfaction not only increases sales for businesses, but also strengthens brand loyalty and helps expand the customer base.
E-commerce customer satisfaction depends on several factors, among which product and service quality, customer support effectiveness, delivery speed and security issues stand out in particular. Accurate product descriptions, quality images and customer reviews facilitate the customer's decision and direct the shopping experience in a positive direction. Also, the efficiency and response speed of customer support services are important factors that improve the customer experience.
To increase customer satisfaction, e-commerce companies should consistently create user-friendly interfaces, focus on protecting customer data, and offer secure payment systems. These approaches are important not only in attracting customers, but also in building long-term relationships with them. Companies should use surveys and reviews to measure customer satisfaction, analyze this data to improve their services and adapt to customer requirements.
Keywords: fast, unique, exclusive, profitable, offer, secure, gift