From Cart to Contentment: A Study on What Shapes Customer Satisfaction in Online Shopping

This article explores the determinants of online shopping among adolescents. With the rapid digitalization occurring not only in Malaysia but globally, internet usage has expanded beyond mere information searching to become an essential platform for shopping, entertainment, and social interaction. Therefore, service providers and online sellers must understand the factors that influence customer satisfaction. Identifying these factors is vital to improving service quality, enhancing user experience, and ensuring long-term customer loyalty in the highly competitive online marketplace. A quantitative method was employed among adolescents to identify the factors, and the results were analysed by using the SPSS software package to test the hypothesis, which will be used by related parties for further understanding.