E-Shopping and its Influence on Customer Satisfaction in Retail Stores. Peru Case

Espino Carrasco M.; Espino Carrasco D.K.; Dávila Valdera L.J.; Dávila Valdera A.K.; Dávila Valdera L.V.; Espino Carrasco M.J.; Vasquez Cachay R.; Alvites Gasco A.M.; Díaz Calderón R.R.; Nauca Torres E.S.; Valdera Benavides E.D. · Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (2023) · DOI: 10.1007/978-3-031-48060-7_32

Resumen

The purpose of this research is to determine the influence of e-shopping on customer satisfaction in retail stores in a region of Peru, for which the model proposed by Nebojša, Milorad and Tanja (2019) who study the variables was used. e-shopping and customer satisfaction, in addition, the sample consisted of 384 people to whom a questionnaire was applied, applying a non-probabilistic snowball sampling, it is also an investigation with a quantitative approach, correlational type, non-experimental cutting design cross-sectional, in terms of the results, it was found that the e-shopping variable has a significant positive influence on customer satisfaction, so it is concluded that e-shopping is part of the purchase process that is constantly evaluated by the customer during the acquisition of a product through electronic commerce platforms through retail companies.

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad Nacional Pedro Ruiz Gallo; Universidad César Vallejo; Universidad Señor de Sipán; Universidad Católica Santo Toribio de Mogrovejo