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Decoding the impact of customer satisfaction on the relationship between perceived benefits and online purchase intention of smartphones

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  • Mohammed Faiz-ul-faham Neikar
  • Suraj Kushe Shekhar

Abstract

The study examined how consumer satisfaction, perceived benefits, and intention to buy mobile phones relate to web purchasing. The study also examines how customer satisfaction mediates perceived benefits and online purchase intentions. The study found that perceived benefits and customer satisfaction positively and significantly affect mobile phone online purchasing intention. Customer satisfaction affects purchase intention more than perceived benefits. Additionally, young e-commerce consumer satisfaction partially mediates the relationship between positive behavioural views and online shopping. These findings are crucial for marketers and firms because they show that investing in perceived benefits and customer happiness can boost online purchase intentions. In e-commerce, tailored marketing that prioritises consumer experience is crucial.

Suggested Citation

  • Mohammed Faiz-ul-faham Neikar & Suraj Kushe Shekhar, 2026. "Decoding the impact of customer satisfaction on the relationship between perceived benefits and online purchase intention of smartphones," International Journal of Procurement Management, Inderscience Enterprises Ltd, vol. 26(1), pages 106-127.
    • Handle: RePEc:ids:ijpman:v:26:y:2026:i:1:p:106-127
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