The Impact of Ease of Use, Upload and Download Speed, Information Quality, Visual Appeal and Trust on Customer Satisfaction: A Case Study of Bikroy.com in Dhaka, Bangladesh
Electronic Commerce, or E-Commerce, was developed when businesses started to move from brick and mortar market to digital market. It is defined as ‘the process of buying and selling, also the exchange of information, through a computer network’. The online shopping system has minimized political and physical barriers giving everyone an equal opportunity, whether that is to buy or sell. In this day and age, the Internet plays a very important role in our lives. It has brought the whole world under one umbrella. Online shopping is one of the most rapidly growing forms of shopping, so, user perception of a website is a fundamental aspect of E-Commerce.This research paper aims to study the factors impacting customer satisfaction of Bikroy.com in Dhaka, Bangladesh and has classified five independent variables which can affect Customer Satisfaction. They are Ease of Use, Upload and Download Speed, Information Quality, Visual Appeal and Trust.This study used survey methods to collect data from 400 respondents, who are all Bikroy.com customers, through questionnaires. The analysis was done through statistical software. Descriptive statistics were used to analyze the target population. The researcher used Pearson Correlation or Pearson Product Moment Correlation Coefficient.
Keywords - Online Shopping, Customer Satisfaction, Ease of Use, Upload and Download Speed, Information Quality, Visual Appeal and Trust