Consumer Satisfaction in E-shopping: A Factor Analysis of Customer Satisfaction in Malaysia
DOI:
https://doi.org/10.61841/1xh9ye97Keywords:
E-Shopping, Determinants of Customer Satisfaction, Quality of Products, Fraud & Security, Delivery, Product’s InformationAbstract
This study is taking place to analyze the factors that might affect the customer’s online purchasing dissatisfaction using e-shopping. When the customers are unsatisfied with a selective online shop, they will not repeat purchasing there or might as well ban the shop. Customer satisfaction is the consequence of customer experience through different stages of purchase, as the customers cannot physically contact the products when they buy the products, and they are only based on the information provided by the sellers. Generally, the benefit of online purchasing merely depends on the customer's satisfaction during their time to purchase the product or service. The importance of this study is to focus on the awareness, satisfaction level, and problems that had been faced by customers, especially teenagers, on online purchasing. Hence, the result of this research might be useful for customers who always do online purchasing. Lastly, lack of product information and fraud and security were found to have a significant effect on factors affecting customers’ online purchasing dissatisfaction with a significance level of (sig. t = 0.005) with a positive beta.
Downloads
References
[1] Gunasekaran, A., Tirtiroglu, E., & Wolstencroft, V. (2002). Gap between production and marketing functions: a case study. Management Decision.
[2] Souca, M. L. (2014). Customer dissatisfaction and delight: completely different concepts, or part of a satisfaction continuum?. Management & Marketing, 9(1).
[3] Chen, M. Y., & Teng, C. I. (2013). A comprehensive model of the effects of online store image on purchase intention in an e-commerce environment. Electronic Commerce Research, 13(1), 1-23.
[4] Lee, K. C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with computers, 21(5-6), 385-392.
[5] Bruneel, C. A., Lakhdar, C. B., & Vaillant, N. G. (2014). Are “legal highs” users satisfied? Evidence from online customer comments. Substance use & misuse, 49(4), 364-373.
[6] Anselmsson, J. (2006). Sources of customer satisfaction with shopping malls: a comparative study of
different customer segments. International Review of Retail, Distribution and Consumer Research, 16(1),
115-138.
[7] Rashid, I. M. A., Abdullah, M. F. S., Yusuf, B. N. M., & Shaari, M. S. (2014). Impact of service and
food quality on customer satisfaction among Generation Y for the fast food restaurant in Malaysia. Journal
of Social Science Research, 5(2), 784-793.
[8] Rashid, I. M. A., & Razak, N. A. A. (2016). Determinants of Foreign Direct Investment (FDI) in
Agriculture Sector Based on Selected High-income Developing Economies in OIC Countries: An
Empirical Study on the Provincial Panel Data by Using Stata, 2003-2012. Procedia Economics and
Finance, 39, 328-334.
[9] Arellano, M. and Bond, S. (1991). Some Tests of Specification for Panel Data: Monte Carlo Evidence and
Application to Employment Equation. Some Tests of Specification for Panel Data: Monte Carlo Evidence
and Application to Employment Equation.
[10] Kumari, J. (2014). Foreign Direct Investment and Economic Growth: A Literature Survey. BVIMSR’s
Journal of Management Research, 6(2), 118-127.
[11] Iddrisu, A. A., Immurana, M., & Halidu, B. O. (2015). The impact of foreign direct investment (FDI) on
the performance of the agricultural sector in Ghana. International Journal of Academic Research in
Business and Social Sciences, 5(7), 240-259.
[12] Yusuf, B. N. M., Hock, L. L., Abd Rashid, I. M., Saaban, S., & Abdullah, M. F. S. (2015). Exploring the
factors that influence a consumer’s purchase of mobile phones. Journal of Advanced Research in Business
Management and Accounting (ISSN: 2456-3544), 1(7), 01-14.
[13] Rashid, I. M. A., Rani, M. J. A., Yusuf, B. N. M., & Shaari, M. S. (2015). The Impact of Service Quality
And Customer Satisfaction and Customer Loyalty: Evidence From Fast Food Restaurants in Malaysia.
International Journal of Information, Business and Management, 7(4), 201.
[14] Samah, I. H. A., Shamsuddin, A. S., Abd Rashid, I. M., & Amlus, M. H. Functional Organizational
Structure and Employee Engagement in the Malaysian Hotel Sector. International Journal of Scientific &
Technology Research, Volume 8, Issue 12, December 2019.
[15] Abdullah, M. F., Samah, I. H. A., Rashid, I. M. A., Kamaruddin, N. S., & Radzi, W. N. W. M. (2018,
October). Employee’s Turnover Intention: A Case of Entrepreneurial Turnover Intentions among
Employees in Malaysia. In ICRTEMMS Conference Proceedings (Vol. 489, No. 491, pp. 489-491). Swarna
Bharathi Institute of Science and Technology.
[16] Samah, I. H. A., Shamsuddin, A. S., Abd Rashid, I. M., & Amlus, M. H. (2019). Gender Differences on
Employee Value Proposition, Growth Mindset, and Employee Engagement in the Malaysian Hotel Sector.
International Journal of Scientific & Technology Research, Volume 8, Issue 12, December 2019.
[17] Mohan, A. (2014). Consumer behavior towards the smartphone industry in the Indian market. Dublin Business
School.
[18] Johannesburg. (2016). World’s top 5 selling smartphone brands. Retrieved September 17, 2016, from
http://www.fin24.com/Tech/Mobile/worlds-top-5-selling-smartphone-brands-20160218
[19] Rashid, I.M.A., Kamaruddin, N.S., Hassan, S., Samah, I.H.A., Muhamad Radzi, W.N.W. (2020) The importance of the intangible heritage as a brand image of UNESCO: A case study from heritage sites (Penang, Malaysia). International Journal of Scientific & Technology Research, Volume 9, Issue 3, March 2020 Edition.
Downloads
Published
Issue
Section
License
Copyright (c) 2020 AUTHOR
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
