Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

中文翻译：

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消费者对科索沃在线服务的满意度

摘要本文旨在基于不同的变量（年龄，性别，受教育程度，收入，客户服务，交货时间）以及这些变量对消费者满意度对科索沃境内和国外在线服务的影响进行分析和检验。该论文所代表的数据是在2017年和2019年收集的。大多数人口统计变量（性别和收入除外）作为自变量已证明对解释在线服务的消费者满意度具有重要意义。相反，客户的性别和收入水平在统计上是无关紧要的（分别为p = 0.143和p = 0.264；其中α= 5％）。此外，收入已从2017年的微不足道转变为2019年的巨额收入。