Citation

Fong, Yan Fong and Tai, Chen Tan and Lau, Teck Chai (2023) Factors Affecting Customer Satisfaction on Online Shopping: An Empirical Study. International Journal of Management, Finance and Accounting, 4 (2). pp. 55-82. ISSN 2735-1009

Text (Factors Affecting Customer Satisfaction on Online Shopping: An Empirical Study) 385 - Published Version Restricted to Repository staff only Download (3kB)

Abstract

This paper examines the effect of website layout, privacy and security, customer experience, customer service, and product delivery service on online shopping satisfaction in Malaysia. With swift economic development and advanced digital technology infrastructure, online shopping in Malaysia is undergoing transformation. Businesses are advised to change their business operation towards digitalization. In this study, the survey link containing the questionnaire was sent to 300 respondents randomly via several online social media platforms. As a result, 257 responses were received with 85.67% of the response rate. Based on the findings from the multiple regression analysis, website design, customer experience, and product delivery service all had a significant impact on online shopping satisfaction. Further investigation also revealed that website layout was the most important determinant of satisfaction. Therefore, it is critical for online retailers to better understand their online customers' preferences to create better customer values that lead to customer satisfaction and the development of long-term profitable relationships.

Item Type:	Article
Uncontrolled Keywords:	Customer Experience, Customer Satisfaction, Online Shopping, Product Delivery Service, Website Layout
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions:	Faculty of Management (FOM)
Depositing User:	Mr. MUHAMMAD AZRUL MOSRI
Date Deposited:	19 Aug 2024 06:15
Last Modified:	19 Aug 2024 06:15
URII:	http://shdl.mmu.edu.my/id/eprint/12814

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