E-commerce

Factors that influence purchasing satisfaction in the vision of graduates of administration of a higher education institution

Abstract

E-commerce is gaining more and more supporters, but its introduction into the business world has changed people’s behavior. Several factors influence the consumer purchasing process in this sense this work intends to identify the factors that influence satisfaction in online shopping in the view of the undergraduate administration of a Higher Education Institution. Were have listed, through a bibliographic review, the factors that influence consumer satisfaction in online purchases, such as: Usability, Site layout, Site content, Price, Payment method, Security, Customer service and Logistics. As a methodological procedure, it was a descriptive research and a quantitative research approach. The data were collected through a structured questionnaire, with closed questions applied to a census configuration composed of 47 respondents who have already made at least one purchase of products or services over the internet. With this, an average satisfaction ranking was established that pointed to the Form of Payment, Logistics and Price as the factors that most impact the satisfaction in online purchases.