As a new retail channel, the role of Internet in the retail industry is becoming more and more important. Many retail stores take network platform as the method of entering the B2C and C2C E-commerce. With the growing popularity of online shopping, customer satisfaction has become an important factor to online retail stores. Aiming at the online retail stores in terms of customer satisfaction, the article point out the existing problems by collecting and organizing the literature of online retail stores and customer satisfaction. By the case study of B2C -HanDu, the article put forward reasonable and effective suggestions to HanDu which may give clue to online retail stores to improve the customer satisfaction and maintain customer loyalty.