Research On The Impact Of Website Quality And Shopping Experience On Customer Satisfaction

E-commerce has made life easy and innovative for individuals and groups;customer satisfaction in online shopping is different from the traditional market where they have access to the product.The quality of the website is crucial to the success of customer satisfaction and the online retail website.Based on the successful model of the information system,we analyse the impact of website quality on customer satisfaction.The quality of the website includes four dimensions: quality of the system,quality of service,quality of information and quality of safety.These dimensions affect customer satisfaction through shopping experiences such as online environment shopping experience and usability experience.The primary objective of this study is to examine the effect of website quality and customer shopping experience on customer satisfaction in Rwanda.The conceptual model briefly explores the consumer online shopping experience and the influence of the quality of online retail websites on customer satisfaction.The research on the quality of the online retail website and the customer shopping experience was carried out from the perspective of an online business.To understand Rwandan online shoppers' customer satisfaction,we used the survey to collect quantitative data.This research has no limitations concerning various types of websites.To assess customer satisfaction of online shoppers in Rwanda,survey results are calculated using SPSS software.The survey results show that online shoppers in Rwanda face the challenge of website quality,with findings indicating that information,service,and security or privacy on the online retail website are neglected by online retailers to make a customer more experienced and satisfied when shopping online.This study contributes to ecommerce in Rwanda by outlining the priorities for developing a better website and focusing on customer experience so that customers are satisfied with online shopping.This research assists e-commerce companies,managers,and government policymakers in Rwanda's online retail business.