International Journal of Scientific Research and Engineering Development

Online shopping has become an important part of modern consumer life due to the growth of the internet, smartphones, and digital payment systems. Customers now prefer online platforms because they offer convenience, variety of products, time savings, and competitive prices. However, customer satisfaction plays a key role in determining the success of online shopping platforms. This study focuses on understanding the level of customer satisfaction in online shopping and identifying the factors that influence it. The research examines aspects such as product quality, pricing, website usability, delivery services, payment options, and customer support. Data for the study is collected from online shoppers using a structured questionnaire. The findings of the study help to understand customer expectations and highlight areas where online retailers can improve their services. The study concludes that higher customer satisfaction leads to repeat purchases, positive word-of-mouth, and long-term customer loyalty, making it essential for online businesses to focus on improving the overall shopping experience.This study focuses on analysing customer satisfaction in online shopping by examining important factors such as product quality, accuracy of information, pricing, website usability, delivery efficiency, payment security, return and refund policies, and customer service support. It also considers common challenges faced by online shoppers, including delayed deliveries, product mismatches, and trust-related issues. By evaluating customer experiences and expectations, the study aims to identify gaps between customer needs and current service practices. The findings are expected to help online retailers improve their service quality, strengthen customer trust, and develop effective strategies for long-term growth in the competitive e-commerce environment.

Rashmi R,"A Study on Customer Satisfaction in Online Shopping" International Journal of Scientific Research and Engineering Development, V9(1): Page(493-499) Jan-Feb 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.