Enhancing post-purchase experience: The impact of post-purchase experience on customer satisfaction

Abstract

This study investigates the impact of post-purchase experience on customer satisfaction, with an emphasis on website dimensions such as usability, design aesthetics, functionality, security, and information density. A mixed-methods strategy was used to perform a thorough literature study and deliver a quantitative survey of 105 respondents. The findings represent that customer support channels, reviews, ratings and recommendations, and expedited return and exchange processes emerging as key drivers of customer satisfaction. The study emphasizes the need for ongoing consumer engagement via post-purchase surveys and feedback collecting to continuously modify and improve the post-purchase journey. Businesses that connect website quality with consumer expectations can create long-term relationships, encourage repeat sales, and foster brand advocacy in the competitive digital marketplace. This research adds to understanding of how customer retention can be attained by implementing post- purchase services and how firms can strategically optimize their e-commerce platforms.