Factors Influencing Customer Satisfaction towards E-shopping in Malaysia

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.

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Abstract

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.

Item Type:	Conference or Workshop Item (Slide Presentation)
Additional Information:	5056/55459
Uncontrolled Keywords:	Customer satisfaction; E-service quality; E-shopping; Malaysia; Online security; Trust
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences
Depositing User:	Prof. Dr Ahasanul Haque
Date Deposited:	19 Feb 2017 23:49
Last Modified:	21 Apr 2017 09:40
URI:	http://irep.iium.edu.my/id/eprint/55459

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