Measurement and mutual perception of online customer satisfaction in Malaysia

Farid, H. and Sadeghi, Z. and Rana, S. (2012) Measurement and mutual perception of online customer satisfaction in Malaysia. Middle East Journal of Scientific Research, 12 (1). pp. 11-18. ISSN 19909233

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Abstract

In today's modern life, there are many people who prefer to go for online shopping. They have several reasons to choose this method of purchase. Variety of products, possibility to compare prices, avoidance of the crowds and saving precious time are the most important factors for customers to purchase via websites. Therefore, the existence of a useful, proper, clear and easy website is very much essential. Every e-business should have one powerful website to compete in the global market and it must attempt to persuade and satisfy customers to purchase according to their needs from the websites. Customer satisfaction has a great role in online shopping and without it no business can be successful. In this paper, customer satisfaction level is the main issue to be analyzed on the basis of three effective factors of website design, information quality and delivery. In addition, a correlation analysis has been done to specify the key factors that have more influence on customer satisfaction.

Item Type: Article
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
T Technology > TX Home economics
Divisions: Faculty of Management (FOM)
Depositing User: Users 1102 not found.
Date Deposited: 31 Dec 2012 00:55
Last Modified: 31 Dec 2012 00:55
URI: http://shdl.mmu.edu.my/id/eprint/3749

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