Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
Online shopping or e-shopping has changed the world of business and quite a few people have decided to work with these features. What their primary concerns precisely and the responses from the globalisation are the competency of incorporation while doing their businesses. E-shopping has also inc...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English English English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/55459/ http://irep.iium.edu.my/55459/1/Conference%20Program.docx http://irep.iium.edu.my/55459/2/27th%20IBIMA%20Conference%20Proceedings.pdf http://irep.iium.edu.my/55459/3/55459_factors%20influencng%20customers_scopus.pdf |
| Summary: | Online shopping or e-shopping has changed the world of business and quite a few people have
decided to work with these features. What their primary concerns precisely and the responses from
the globalisation are the competency of incorporation while doing their businesses. E-shopping has
also increased substantially in Malaysia in recent years. The rapid increase in the e-commerce
industry in Malaysia has created the demand to emphasize on how to increase customer satisfaction
while operating in the e-retailing environment. It is very important that customers are satisfied with
the website, or else, they would not return. Therefore, a crucial fact to look into is that companies
must ensure that their customers are satisfied with their purchases that are really essential from the ecommerce’s
point of view. With is in mind, this study aimed at investigating customer satisfaction
towards e-shopping in Malaysia. A total of 400 questionnaires were distributed among students
randomly selected from various public and private universities located within Klang valley area.
Total 369 questionnaires were returned, out of which 341 questionnaires were found usable for
further analysis. Finally, SEM was employed to test the hypotheses. This study found that customer
satisfaction towards e-shopping in Malaysia is to a great extent influenced by ease of use, trust,
design of the website, online security and e-service quality. Finally, recommendations and future
study direction is provided.
Keywords: E-shopping, Customer satisfaction, Trust, Online security, E-service quality, Malaysia. |
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