Factors of Customer Satisfaction in e-Business

In recent years, the expansion of the Internet network infrastructure, the increase of the Internet penetration rate and the growth of the number of Internet users have caused more and more business owners to pay attention to e-businesses and the growing trend of such businesses. This has created a highly competitive environment that has made it more difficult to gain and maintain market share in cyberspace. In such a situation, increasing customer satisfaction in e-businesses in order to reach their loyalty in order to repeat purchases is one of the key factors to gain and maintain a suitable share of the cyberspace market. This study aims to identify these factors and introduce them to e-business owners, in order to create a platform for targeted activities to improve user satisfaction and which leads to maintaining and increasing the share of e-businesses from the cyberspace market. The research method was meta-synthesis. At first step we determined the research questions and search keywords and then we collected articles related to customer satisfaction factors in e-businesses according to the keyword. After studying and reviewing the selected articles, 14 concepts (unique factors) were identified out of 85 factors obtained from 22 reviewing articles. The results show that the factors: "Product information reliability", "Purchasing process", "Service / Product quality", "Price paid" and "Security and privacy" are the most important factors of e-business customer satisfaction.