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...

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Main Authors:	Sarwar, Abdullah A M, Seethaletchumy, Thambiah, Haque, A. K. M. Ahasanul
Format:	Conference or Workshop Item
Language:	English English English
Published:	2016
Subjects:	HF5001 Business. Business Administration
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

id	iium-55459
recordtype	eprints
spelling	iium-554592017-04-21T01:40:04Z http://irep.iium.edu.my/55459/ Factors Influencing Customer Satisfaction towards E-shopping in Malaysia Sarwar, Abdullah A M Seethaletchumy, Thambiah Haque, A. K. M. Ahasanul HF5001 Business. Business Administration 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. 2016-05-04 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/55459/1/Conference%20Program.docx application/pdf en http://irep.iium.edu.my/55459/2/27th%20IBIMA%20Conference%20Proceedings.pdf application/pdf en http://irep.iium.edu.my/55459/3/55459_factors%20influencng%20customers_scopus.pdf Sarwar, Abdullah A M and Seethaletchumy, Thambiah and Haque, A. K. M. Ahasanul (2016) Factors Influencing Customer Satisfaction towards E-shopping in Malaysia. In: The 27th International Business Information Management Association Conference, Milan, Italy.
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Sarwar, Abdullah A M Seethaletchumy, Thambiah Haque, A. K. M. Ahasanul Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
description	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.
format	Conference or Workshop Item
author	Sarwar, Abdullah A M Seethaletchumy, Thambiah Haque, A. K. M. Ahasanul
author_facet	Sarwar, Abdullah A M Seethaletchumy, Thambiah Haque, A. K. M. Ahasanul
author_sort	Sarwar, Abdullah A M
title	Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
title_short	Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
title_full	Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
title_fullStr	Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
title_full_unstemmed	Factors Influencing Customer Satisfaction towards E-shopping in Malaysia
title_sort	factors influencing customer satisfaction towards e-shopping in malaysia
publishDate	2016
url	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
first_indexed	2023-09-18T21:18:22Z
last_indexed	2023-09-18T21:18:22Z
_version_	1777411715699310592

Factors Influencing Customer Satisfaction towards E-shopping in Malaysia

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