FACTORS AFFECTING CUSTOMER SATISFACTION IN ONLINE SHOPPING IN KUCHING, SARAWAK.
DOI:
https://doi.org/10.33736/uraf.2862.2020Abstract
Customer satisfaction is important in online shopping as online shopping has become a trend nowadays. Therefore, customer satisfaction is important so that we can improve customer satisfaction towards online shopping thus increase the growth of E- commerce in Malaysia. This study aims to examine the factors (Website Design, Delivery Service and Security) that affect customer satisfaction and their relationship between factors (Website Design, Delivery Service and Security) with customer satisfaction in online shopping in Kuching, Sarawak. Website Design, Delivery Service and Security are the three independent variables while customer satisfaction is the dependent variables in this study. A total of 300 electronic questionnaires through google from been collected and analysed by using the Descriptive Analysis and Inferential Analysis where Pearson Correlation Coefficient and Multiple Linear Regressions Analysis being employed to test the three-hypothesis developed in this study. In this study, all the three independent variables which included Website Design, Delivery Service and Security are significant and positive related to the customer satisfaction in online shopping in Kuching, Sarawak. Besides, among the three independent variables, Website Design is the most influential factors that affect customer satisfaction in online shopping in Kuching, Sarawak.
References
Ahn. T., Seewon. R., Han. I. (2005). The Impact of Online and Offline features on the User Acceptance of Internet Shopping Malls. Electronic Commerce Research and Applications. 3(4), 405-420.
https://doi.org/10.1016/j.elerap.2004.05.001
Anderson, E.W. (1994), "Cross- category Variation in Customer Satisfaction and Repurchase Likelihood," Marketing letters, forthcoming.
https://doi.org/10.1007/BF00993955
Collier, J.E., Bienstock C.C (2006) Measuring service quality in e-retailing. Journal of Service Research, 8(3):.260-75.
https://doi.org/10.1177/1094670505278867
Cyr, D. (2008). Modeling website design across culture: relationships to trust, satisfaction and E-loyalty. Journal of Management Information Systems, 24(4), 47-72.
https://doi.org/10.2753/MIS0742-1222240402
Essays, UK. (2018). Customer Satisfaction Towards Online Shopping. Retrieved from https://www.ukessays.com/essays/marketing/customer- satisfaction- toward-online- shopping-provider-marketing-essay.php?vref=1
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China. Asian Social Science, 8(13), 40-50.
https://doi.org/10.5539/ass.v8n13p40
Jim, H. (2005). Introduction to multiple regression. Retrieved from http://www.biddle.com/documents/bcg_comp_chapter4.pdf
Johnson, Fornell, C. (1991). " A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories," Journal of Economic Psychology, 12(2), 267-286.
https://doi.org/10.1016/0167-4870(91)90016-M
Nebojsa, V., Milorad, K., Tanja, K. (2018). The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market. Journal of Theoretical and Applied Electronic Commerce Research, 14, 2, 70-89.
https://doi.org/10.4067/S0718-18762019000200107
William. G. Z. (2003). Research method. Basic Data Analysis: Descriptive Statistics. Retrieved from http://pioneer.netserv.chula.ac.th/~ppongsa/2900600/LMRM02.pdf
Yi, Y. (1991). A critical review of customer satisfaction. American Marketing Association, Chicago II.
Downloads
Published
How to Cite
Issue
Section
License
Copyright Transfer Statement for Journal
1) In signing this statement, the author(s) grant UNIMAS Publisher an exclusive license to publish their original research papers. The author(s) also grant UNIMAS Publisher permission to reproduce, recreate, translate, extract or summarize, and to distribute and display in any forms, formats, and media. The author(s) can reuse their papers in their future printed work without first requiring permission from UNIMAS Publisher, provided that the author(s) acknowledge and reference publication in the Journal.
2) For open access articles, the author(s) agree that their articles published under UNIMAS Publisher are distributed under the terms of the CC-BY-NC-SA (Creative Commons Attribution-Non Commercial-Share Alike 4.0 International License) which permits unrestricted use, distribution, and reproduction in any medium, for non-commercial purposes, provided the original work of the author(s) is properly cited.
3) For subscription articles, the author(s) agree that UNIMAS Publisher holds copyright, or an exclusive license to publish. Readers or users may view, download, print, and copy the content, for academic purposes, subject to the following conditions of use: (a) any reuse of materials is subject to permission from UNIMAS Publisher; (b) archived materials may only be used for academic research; (c) archived materials may not be used for commercial purposes, which include but not limited to monetary compensation by means of sale, resale, license, transfer of copyright, loan, etc.; and (d) archived materials may not be re-published in any part, either in print or online.
4) The author(s) is/are responsible to ensure his or her or their submitted work is original and does not infringe any existing copyright, trademark, patent, statutory right, or propriety right of others. Corresponding author(s) has (have) obtained permission from all co-authors prior to submission to the journal. Upon submission of the manuscript, the author(s) agree that no similar work has been or will be submitted or published elsewhere in any language. If submitted manuscript includes materials from others, the authors have obtained the permission from the copyright owners.
5) In signing this statement, the author(s) declare(s) that the researches in which they have conducted are in compliance with the current laws of the respective country and UNIMAS Journal Publication Ethics Policy. Any experimentation or research involving human or the use of animal samples must obtain approval from Human or Animal Ethics Committee in their respective institutions. The author(s) agree and understand that UNIMAS Publisher is not responsible for any compensational claims or failure caused by the author(s) in fulfilling the above-mentioned requirements. The author(s) must accept the responsibility for releasing their materials upon request by Chief Editor or UNIMAS Publisher.
6) The author(s) should have participated sufficiently in the work and ensured the appropriateness of the content of the article. The author(s) should also agree that he or she has no commercial attachments (e.g. patent or license arrangement, equity interest, consultancies, etc.) that might pose any conflict of interest with the submitted manuscript. The author(s) also agree to make any relevant materials and data available upon request by the editor or UNIMAS Publisher.