AUTHOR=Rao Yonghui , Saleem Aysha , Saeed Wizra , Ul Haq Junaid TITLE=Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country JOURNAL=Frontiers in Psychology VOLUME=12 YEAR=2021 URL=https://www.frontiersin.org/journals/psychology/articles/10.3389/fpsyg.2021.751854 DOI=10.3389/fpsyg.2021.751854 ISSN=1664-1078 ABSTRACT=

A conceptual model based on the antecedents and consequences of online consumer satisfaction has been proposed and empirically proved in this study. Data were collected during Smart Lockdown of COVID-19 from 800 respondents to observe the difference between perceived and actual, and direct and indirect e-stores. Confirmatory factor analysis was used to observe the validity of the data set. The structural equation modeling technique was used to test the hypotheses. The findings indicated that consumers feel more satisfied when they shop through direct e-store than indirect e-store, whereas their perception and actual experience are different. Implications have also been added to the study.