P.A. Deyalage<\/b><\/p>\n University of Sri Jayewardenepura<\/i><\/p>\n D. Kulathunga<\/b><\/p>\n University of Sri Jayewardenepura<\/i><\/p>\n \n<\/div><\/div><\/div><\/div><\/div><\/section> Abstract<\/b><\/p>\n In the context of online shopping, customer satisfaction is considered as a\u00a0important matter to be focused by marketers and organizations. Consequently,\u00a0<\/span>identification of what really affects customer satisfaction in online context is\u00a0<\/span>useful from many aspects. Previous researchers have attempted to address this\u00a0<\/span>important concept mostly through their empirical studies, utilizing limited\u00a0<\/span>number of factors. A closer examination reveals that those studies have utilized\u00a0<\/span>different sets of factors and been performed in different contexts. Overall, prior\u00a0<\/span>studies remain broad and appear relatively fragmented. At present, there is a\u00a0<\/span>lack of research which have used a systematic literature review process to\u00a0<\/span>examine the factors affecting online customer satisfaction. Therefore, the\u00a0<\/span>purpose of this research is to perform a comprehensive study on literature\u00a0<\/span>related to online customer satisfaction and analyze the factors identified by\u00a0<\/span>previous scholars under different criteria. Accordingly, the researchers\u00a0<\/span>gathered all possible studies related to online customer satisfaction between the\u00a0<\/span>period 2000 and January 2019. The study identified forty-one previous studies\u00a0<\/span>done by different researchers which revealed fifty-one different factors\u00a0<\/span>affecting online customer satisfaction. The researchers performed a rigorousanalysis of those fifty-one factors under different criteria and results are\u00a0<\/span>presented in this paper.<\/span><\/p>\n \n<\/div><\/div><\/div><\/div><\/div><\/section> Keywords<\/b><\/p>\n Online customer satisfaction; Online shopping; Systematic literature review<\/p>\n \n<\/div><\/div><\/div><\/div><\/div><\/section>