Customer Satisfaction with Disruptive Technology-Driven Features in Online Shopping Platforms

Digital technologies have been instrumental in disrupting many businesses, such as online shopping. This study aims to determine the disruptive technology-driven features in online shopping platforms that affect customer satisfaction. 340 Filipino respondents who are engaged in online shopping participated in this study by answering an online survey. The dimensions covered in this study: customer satisfaction, platform features, merchandising and promotions, pricing and payment solutions, and loyalty programs, were measured using a 5-pt Likert scale. Results indicate that, except for loyalty programs, platform features, merchandising and promotions, and pricing and payment solutions are statistically significant in predicting customer satisfaction with the disruptive technology-driven features in online shopping platforms. Of these, pricing and payment solutions appear to be the best predictor. These findings would benefit the online shopping industry since they are provided with insights into platform innovations that they can invest in based on current and emerging technologies.