Articlediamond2021

Factors Influencing Customer Satisfaction in Online Shopping

Norzalizah Bahari · Nor Syafiqah A. Samad · Mohd Fathi Abu Yaziz @ Mohamad · Muhammad Naqib Mat Yunoh · Nur Amalis Rosli

10 citations0/0 files storedJournal of Entrepreneurship and Business

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

Abstract

The study aims to determine the factors influencing customer satisfaction in online shopping among Malaysian youth. Online shopping is increasingly popular among Malaysians, including teenagers, due to its time-saving, convenience and availability anywhere and anytime. As online technology is still new in Malaysia, online sellers find it challenging to retain online buyers. The study adopted a survey through a quantitative approach by distributing questionnaires among the youth in Malaysia. The findings indicated that product quality, security, and shipping significantly affect customer satisfaction in online shopping. Furthermore, the study provides recommendations for online sellers and policymakers in enhancing the strength of online platform as the best transaction for customers

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2000E-satisfaction: an initial examination 2003The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce 2011Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia 2012An Analysis of Factors Affecting on Online Shopping Behavior of Consumers 2010Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites 2012Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China 2016The impact of product quality and price on customer satisfaction with the mediator of customer value

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