Customers' online website satisfaction in online apparel purchase: A study of Generation Y in Malaysia

Ying San Lim · Pui Chuan Heng · Tuan Hock Ng · Chew Sze Cheah

62 citations0/0 files storedAsia Pacific Management Review

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Internet has grown exponentially in recent years, turning into popular tools for consumer to search for information, make payment, shopping and so on. This study focuses on Generation Y's online website satisfaction in the apparel industry. This study identified four important factors affecting the consumer satisfaction on website: usability, credibility, service quality and transaction costs. The results show that usability, credibility and service quality will affect the customers satisfaction when they purchase via website.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1976Markets and Hierarchies: Analysis and Antitrust Implications.2004Building Effective Online Marketplaces with Institution-Based Trust 2005The role played by perceived usability, satisfaction and consumer trust on website loyalty 2000Exploring the factors associated with Web site success in the context of electronic commerce 2003E‐service quality: a model of virtual service quality dimensions 2003Determinants of user acceptance of Internet banking: an empirical study

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