Exploring and analyzing digital customer satisfaction An exploratory study of the opinions of a sample of customers shopping through social media

Abstract

The current study aims to determine the most important factors affecting the shopping process through social media, specifically by exploring and analyzing digital customer satisfaction for the price of knowledge through the study of the digital purchase study. Rely on data collected from a survey of a sample of e-mail, retail, e-mail shoppers, collected from 365 individuals. The study, based on the prices of previous studies, identified (ease of use, key information, customer response, convenience of retrieval) as influencing and determining factors for digital customer satisfaction, while (repurchase intention, word of mouth, more) were considered the results and effects of digital customer satisfaction. About shopping and buying through social media. He studied a new model of determinants and effects of EXTRAC, a new model of segmentation and segmentation parts, and its application

  The results of the study proved that the ease of retrieval and response to customers is one of the most important hotels in digital customer satisfaction. The level of use, and the main product information, was at lower levels. Our findings show that customer satisfaction leads to the chance of getting a buy-back opportunity, and the likelihood of making recommendations to others orally, but no sign of customer willingness to pay more.