Conference paper

Consumer Satisfaction on Online Services in Kosovo

Besim Beqaj orcid.org/0000-0002-9988-2976 ; University of Prishtina, Prishtina, Kosovo.
Arta Krasniqi ; University of Prishtina, Prishtina, Kosovo.
Valon Beqaj ; Kent State University, USA.

Abstract

This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

Keywords

the consumer; e-Commerce; customer satisfaction; marketing mix; costumer care

Hrčak ID:

233754

URI

https://hrcak.srce.hr/233754

Publication date:

5.2.2020.

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