enterprises or enterprises that have been digitized during the pandemic have managed to develop their work

processes without stalling in their development. At the time when everything stopped working, the companies

that had already digitized processes within their companies were managing to cope with the situation that had

gripped the whole world. The approach of enterprises in the time of the pandemic has greatly influenced the

perception and importance of the digitalization of enterprises in the daily work processes. Communication,

have become the primary business of grocery businesses. In many nations, the emphasis in schools is entirely

on online education. Plans for "online" supply chains and factories are being actively developed by

manufacturers. Although in some regions the masses have started to reopen and businesses are opening, many

businesses are still considering digitalization and further development of their internal processes as a priority.

Customer satisfaction is one of the greatest assets of any business, including e-business in today's competitive

environment. Several factors can help e-businesses to build a base for their customers. It undoubtedly includes

service and customer satisfaction which can be the determinants of success.

continuously transformed. Various factors have

influenced these transformations, including the

developments that take place in the environment

where we live and act every day. Consumer

behaviors have undergone even greater changes

recently, during the pandemic period, reflecting the

products or services without thinking and analyzing

them. These decisions are made under the influence

of the factors of the situation or the country we are

in, which can be psychological factors or other

factors that can directly affect the purchase decision.

Even though these choices may seem insignificant,

purchases.

The analysis of customer behavior is crucial for

marketers since it provides insight into the factors

that affect consumers' decisions to buy, and what

factors influenced the consumer to buy a certain

product and not another. Businesses can close the

gap in the market and find products that are needed

as well as those that are less needed but still relevant

to the consumer once they understand the behavior

of consumers while making decisions about which

goods or services to purchase.

Businesses can make decisions about how best

to market their goods and services to customers to

maximize their impact by consulting consumer

businesses must study consumer purchasing patterns

and understand buyer trends. Businesses use

different strategies to encourage consumers to buy,

and this has undoubtedly influenced the change in

consumer behavior. Among the most popular

strategies, the most common ones that businesses

use are: offering different payment options,

purchasing in installments, buying now, paying

later, etc. Consumer behavior, as defined by [1], is

the study of people, groups, and organizations. It

also includes the procedures used to choose, get,

employ, and discard goods and services in addition

purchasing and other consumption-related actions

that participants in the exchange process take part in

[2].Consumer behavior is the culmination of all the

decisions made by human decision-making units

Both the Internet and technological

E-marketing became especially essential to

Also, according to [6], marketing

[8], affirmed gaining new customers requires

large expenses, including the promotion of products

and services that companies offer, so new customers

are more expensive than existing ones.

The knowledge that attracting new clients is

more expensive than keeping hold of current ones

means that to maximize marketing effectiveness and

achieve sustainable growth, a focus on tailored

communication focused retention strategies, and

data-driven decision-making is required.

According to [9], technology alone cannot

create and develop relationships with clients, so also

the staff is another important factor, their

qualification, their commitment to the effective

implementation of E-marketing in such a way that

the loyalty of customers to the company increases.

There are different ways to promote products,

starting from traditional marketing: word of mouth,

then print and television ads.

[10], emphasized today's times, it is impossible

The purpose of this research is to fully comprehend

satisfaction in the digital sphere.

- Examine the relationships that exist between e-

marketing strategies and consumers' general level

of satisfaction.

- Give companies practical advice on how to

improve customer satisfaction in the context of e-

marketing both during and after the pandemic.

By tackling these goals, the study hopes to

provide insightful information about how e-

marketing is changing and the significant effects it

time of the pandemic?

online sales orders during the pandemic?

helps and completes information research. Although

the data collected via the questionnaire will be

quantitative, the data is expected to be qualitative.

Primary data collection was done through a self-

administered physical and online questionnaire,

where different people were selected, of different

questionnaire has been in the form 1- very

dissatisfied, 2 dissatisfied, 3 moderately satisfied, 4-

regression and for correlation between variables I

used Spearman's rho since it is more appropriate for

ranking. The processing of the data collected

through the questionnaire was done using the

Microsoft Excel program and the well-known SPSS.

Based on the result of Table 3 nwe reject the

This implies that there is a difference in the two

The only significant variable is easy processing

for a p-value of 0.05.

So if easy processing increases per unit,

customer satisfaction decreases by -2.346.

While (Q9) the correctness of ordering online,

(Q10) the correctness of timely delivery, and (Q12)

extra price have no statistical significance. From

this, we can conclude that H2 stands.

Customer Satisfaction

From the Table 6, we can see that pricing hurts

consumer satisfaction, which is the opposite of the

hypothesis (H3). More specifically, there is a

tendency for customer satisfaction to decline when

prices rise.

In addition, additional elements that have a big

impact on customer satisfaction levels include

location, free delivery, low-cost options, and

adjustments to online order costs throughout the

pandemic.

These results imply that to improve customer

satisfaction, firms should carefully analyze their

pricing tactics as well as other aspects of their

Price and customer satisfaction have a

As a result, companies stand to gain from

H4 – Timely delivery has a positive effect on

timely delivery (Q31) exhibits statistical

satisfaction levels are highly influenced by the

with prompt delivery. Consequently, companies that

place a high priority on timely delivery stand a

better chance of increasing customer satisfaction

and retaining loyal consumers.

H5– Online orders save customers time and

money.

Saving time and money is perceived as having a

large positive impact, as indicated by the estimate

for Q22=1.00, which is 3.545.

At the point of 0.05, the p-value for this

estimate is 0.000, demonstrating statistical

significance.

Customers may believe that placing an online

order saves them time and money when they find

the process simple, according to the statistical

significance of "Easy processing" (Q22).

This result is in line with general expectations

because simple, streamlined procedures are

frequently linked to efficacy and cost-effectiveness.

The strong positive impact suggests that

hypothesis H5.

increase in online sales. From their answers, 55.6%

accuracy, ease, and correctness of the businesses

that provided these online sales.

Even though before the pandemic time a

majority of consumers had been reluctant to order

online for many reasons. From consumer responses,

we found that the most common products in online

operate online are fake or do not exist at all, and

their purpose the only one is consumer fraud.

enhance their e-commerce platforms by adding

customer contacts, obtain feedback, and

personalize communications, firms should be

encouraged to invest in strong Customer

Relationship Management systems. Suggest the

use of email marketing campaigns, customer

feedback systems, and loyalty programs to

handling procedures. Stress how crucial it is to

earn customers' trust by protecting their data and

honoring their need for privacy.

Consumer Behavior and Marketing Strategy

[Online].

https://www.researchgate.net/publication/33

1287018_Analysis_of_Consumer_Behavior_

and_Marketing_Strategy_Improvement

(Accessed Date: May 2, 2024).

Seventh. London and New York: Routledge

2 Park Square, Milton Park, Abingdon, Oxon

OX14 4RN, 2016.

New Jersey Published, 2017.