• Sahal SALEEM
• Divya K

E-commerce growth is the talking point today. Almost everyone you know shops online and prefers instant delivery to their doorstep. The purpose of the study was to assess the level of customer satisfaction towards e-commerce platforms by determining the factors affecting consumer and evaluating the same in terms of satisfaction. As competition among online retailers intensifies, the need to understand customer expectations and perceptions for achieving long term success is increased. This study is concentrated on the different determinants of website usability, product quality, pricing, delivery, payment security, customer service as well as return. These elements are significant determinants of the consumer’s attitude and buying behavior. The aim of the study is to examine the relationship between and the impact of the above factors on the customer satisfaction and determining which factor is the most important in the online shopping. Survey and questionnaire-based data collection is done adopting an organized method to get consumers who are frequently shopping from e-commerce. The collected data is analyzed using the required statistical tools to measure satisfaction levels and relationship of each variable. This allows to thoroughly understand customer behavior in the online marketplace. The study’s findings are hoped to highlight which factors dominate customer satisfaction and help e- commerce players improve their offerings. By meeting the expectations and improving important areas, online platforms can develop a trust, enhance customer loyalty and edge ahead of competition. Contributions from this research help understand that customer satisfaction is multi- dimensional in nature when it comes to e-commerce and make recommendations to improve the experience.

Customer Satisfaction, E-Commerce, Online Shopping Behavior, Consumer Experience, Website Usability, Product Quality, Delivery Service, Payment Security, Customer Service, Consumer Loyalty

" A Study On Customer Satisfaction Level Towards E-commerce", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.13, Issue 4, page no.l635-l683, April-2026, Available :http://www.jetir.org/papers/JETIRTHE2228.pdf

" A Study On Customer Satisfaction Level Towards E-commerce", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.13, Issue 4, page no. ppl635-l683, April-2026, Available at : http://www.jetir.org/papers/JETIRTHE2228.pdf