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How comfortable are Malaysian users in utilizing webpages of small businesses?

Abdullah, Moha Asri and Alom, Fardous and Juhdi, Nurita and Mohamad, Noorihsan and Yusuf, Muhammad-Bashir and Azam, S. M. Ferdous (2015) How comfortable are Malaysian users in utilizing webpages of small businesses? Athens Journal of Business and Economics, 1 (3). pp. 235-248. ISSN 2241-794X

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The main objective of the current study is to explore the challenges the Malaysian consumers face in terms of e-commerce experiences with small businesses in general. In addition, the study looks into the potential impacts of demographic profiles of respondents on the e-commerce experiences in general and bad experiences in particular. The results suggest that e-commerce users face highest challenges with after purchase services followed by overall quality, usage experience, value, and installation. Regarding bad experiences, slow internet appears on the top of the list followed by slow delivery of the products, unfriendly website, poor quality products, complicated payment system, and unsecured operations. Also, this study reveals that security issue is no longer serious issue for Malaysian customers. The demographic characteristics have significant impacts on the level of satisfaction perceived in the e-commerce transaction while regarding bad experiences the demographic profiles have little or no impacts.

Item Type: Article (Journal)
Additional Information: 5010/43829
Uncontrolled Keywords: E-Commerce, Experiences, Malaysia, Small and medium businesses
Subjects: H Social Sciences > HB Economic Theory
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Economics
Depositing User: Dr Md Fardous Alom
Date Deposited: 23 Jul 2015 08:27
Last Modified: 08 Nov 2017 08:52
URI: http://irep.iium.edu.my/id/eprint/43829

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