The Influencing Factors of Customer Satisfaction: A Case Study of Shopee in Malaysia

2021 ◽  
Vol 39 (12) ◽  
Author(s):  
Pei Woon Yo ◽  
Daisy Mui Hung Kee ◽  
Jia Wen Yu ◽  
Meng Kui Hu ◽  
Yen Ching Jong ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Competitive Advantages ◽  
Survey Questionnaire ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Successful Business ◽  
Total Orders

Shopee was the largest e-commerce platform in Southeast Asia in 2020 by gross merchandise value and total orders. It is currently one of the leading e-commerce platforms in Malaysia. Despite the intense competition in the e-commerce space, Shopee has expanded aggressively across the Southeast Asian region over the last few years. Its successful business expansion is likely attributed to its profound competitive advantages. This study aims to examine the primary factors influencing customer satisfaction towards using Shopee for online purchasing in Malaysia. A survey questionnaire was used for data collection. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that perceived ease of use and perceived convenience had influenced the customer satisfaction toward online purchasing on Shopee in Malaysia. Meanwhile, perceived usefulness and perceived trust did not significantly influence customer satisfaction towards Shopee in Malaysia. This study provides Shopee with valuable insights and guidance on customers’ perception of Shopee, leading to improved customer satisfaction.

AN EXAMINATION OF CUSTOMER SATISFACTION: DIFFERENCES BETWEEN LOCAL AND FOREIGN CUSTOMERS

2021 ◽  
Vol 5 (1) ◽  
pp. 84-94
Author(s):  
Eristia Lidia Paramita ◽  
Vicka Onthoni
Keyword(s):  
Customer Satisfaction ◽  
Mobile Application ◽  
Perceived Value ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Online Questionnaire ◽  
Perceived Price ◽  
Quantitative Analysis Method ◽  
Application Data

This study aims to provide a comparative analysis of local and foreign customers’ evaluation on their perception, perceived value, and customer satisfaction toward Gojek mobile application. Data was obtained by spreading the online questionnaire to 200 samples of local and foreign customers. By using quantitative analysis method and Independent Sample T-test, the study reveals that local and foreign customers share different evaluation of the mobile application, perception of service quality, price and trust, which lead to different satisfaction as well. Instead, perceived value on intention to use, perceived quality of service, perceived ease of use, perceived price and perceived usefulness has no difference between local and foreign customers. However, even they have shared nearly the same perceived value of Gojek mobile application, local customers sense the higher value in a whole examination compared to foreign customers. Keywords  : Perception, Perceived Value, Customer Satisfaction, Mobile Application

Technology Acceptance Model Modification for Electronic Wallet Users in Jakarta

2021 ◽  
Vol 26 (1) ◽  
pp. 17-24
Author(s):  
Almi Budiman ◽  
◽  
Baruna Hadibrata ◽  
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Money Transfers ◽  
Acceptance Model

Introduction. The development of mobile payment in Indonesia is increased, especially by the emergence of the two biggest electronic payments, such as Go-Pay and Ovo, which aggressively offer various interesting offers. This affects the enhancement of the use of mobile payment by the public. In the beginning, server-based electronic money services of its appearance were still small, including credit top-up and internet data, and money transfers to banks that include as a member of ATM Bersama (joint ATM). Along with the development of technology, electronic wallets begin to transform by expanding payment services, and several latest e-wallet applications have emerged. Purpose. The purpose of this research is to understand the changes in consumers’ behavior that make payments from using cash and switching to electronic wallets. Results. The results of the analysis in this study were obtained as the below: (1) Perceived ease of use, perceived usefulness, perceived security, and perceived risk and trust have an influence on the intention to use e-wallet electronic application; (2) perceived ease of use and perceived risk have an influence on perceived usefulness of e-wallet user and (3) perceived ease of use, perceived risk, and perceived usefulness influence the perceived trust of e-wallet application users. Conclusions. It can be concluded that the technology acceptance model influences the user in using the electronic wallet as their transaction method since its usage can be trusted. Moreover, the benefit they got from electronic wallet (perceived usefulness) influence their trust and increase the intention of using an electronic wallet

scholarly journals Factors Affecting Purchasing Intention by Using Mobile Shopping Applications in Malaysia

2021 ◽  
Vol 21 (3) ◽  
pp. 1058-1067
Author(s):  
Kah-Boon Lim ◽  
Sook-Fern Yeo ◽  
Jin-Chee Wong
Keyword(s):  
Business Plan ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Factors Affecting ◽  
Independent Variables ◽  
Perceived Trust ◽  
Mobile Shopping ◽  
Purchasing Intention ◽  
Five Factors

The increasing use of a smartphone to shop which is known as mobile commerce has become a new trend in the market. Majority of people have at least one smartphone in their hand due to the convenience of a smartphone. With the smartphone, smartphone users can easily download the mobile shopping applications and used the applications in their daily life. The main objective of this study is to investigate the factors affecting consumers’ purchasing intention with the use of mobile shopping applications in Malaysia. The five factors that included in this study are perceived enjoyment, perceived usefulness, perceived ease of use, perceived trust and social influence while purchasing intention is the dependent variable. A set of selfadministered questionnaires has been circulated to 200 target respondents in Malaysia for data collection purpose. The major findings of this research showed that all the five independent variables have a significant relationship with purchasing intention. In conclusion, this research may help the mobile shopping applications marketers deeply developed better strategies to improve their business plan.

scholarly journals Students’ Perception of Using Socrative in Learning Grammar at the English Study Program of FKIP UIR: A Case Study at the Second Year Students

2020 ◽  
Vol 7 (2) ◽  
pp. 31-40
Author(s):  
Johari Afrizal ◽  
Arimuliani Ahmad ◽  
Aini Safitri
Keyword(s):  
Learning Process ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
English Department ◽  
Perceived Ease Of Use ◽  
Study Program ◽  
Positive View ◽  
Second Year ◽  
Academic Year

The main objective of this study is to identify students' perceptions of the implementation of socrative learning grammar. The second-year students of the English Department of FKIP UIR in the academic year 2018/2019 were the objects of this research. Questionnaires and interviews as a tool to collect data for this study. The questionnaire was adapted from the TAM theory (David, Bagozzi & Warshaw, 1989) which included 20 closed questions relating to the perceived usefulness and perceived ease of use of using socrative in learning grammar. The data in this study was analyzed using quantitative and qualitative analysis. While data from the interview were transcribed. The results of this study indicated that students have positive perceptions about the use of socrative. The results of this study also proved that students have a positive view of the use of socrative in learning grammar. This means that they accept the use of socrative in the learning process  

scholarly journals Acceptance of the German e-mental health portal www.psychenet.de: an online survey

PeerJ ◽  
2016 ◽  
Vol 4 ◽  
pp. e2093 ◽  
Author(s):  
Lisa Tlach ◽  
Juliane Thiel ◽  
Martin Härter ◽  
Sarah Liebherz ◽  
Jörg Dirmaier
Keyword(s):  
Mental Health ◽  
Mental Health Services ◽  
Mental Disorders ◽  
Health Services ◽  
Online Survey ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Cross Sectional Survey ◽  
Perceived Trust

Background. Taking into account the high prevalence of mental disorders and the multiple barriers to the use of mental health services, new forms of fostering patient information, involvement, and self-management are needed to complement existing mental health services. The study aimed at investigating acceptance regarding design and content of the e-mental health portalwww.psychenet.de.Methods. An online cross-sectional survey was conducted between May 2013 and May 2015 using a self-administered questionnaire including items on perceived ease of use, perceived usefulness, attitude towards using, and perceived trust. Effects of different participants’ characteristics on the portals’ acceptance were analyzed.Results. The majority of theN= 252 respondents suffered from mental disorders (n= 139) or were relatives from persons with mental disorders (n= 65). The portal was assessed as “good” or “very good” by 71% of the respondents. High levels of agreement (89–96%) were shown for statements on the perceived ease of use, the behavioral intention to use the portal, and the trustworthiness of the portal. Lower levels of agreement were shown for some statements on the perceived usefulness of the portals’ content. There were no effects of different participants’ characteristics on the perceived ease of use, the perceived usefulness, the attitude towards using the website and the perceived trust.Discussion. This survey provides preliminary evidence that the e-mental health portalwww.psychenet.deappears to be a usable, useful and trustworthy information resource for a broad target group. The behavioral usefulness of the portals’ content might be improved by integrating more activating patient decision aids.

scholarly journals Farm-Workers Perception of Personal Protective Equipment: Case Study in the Lower South Coast, South Africa

2020 ◽  
Author(s):  
Christopher Nwafor ◽  
Ifeoma Nwafor
Keyword(s):  
South Africa ◽  
Work Experience ◽  
Ease Of Use ◽  
Farm Workers ◽  
Perceived Usefulness ◽  
Worker Safety ◽  
South Coast ◽  
Perceived Ease Of Use ◽  
Lower South

Safety and health issues are growing concerns in the agricultural sector among farm-workers in South Africa. The current health pandemic arising from the corona virus has thrown these issues into the spotlight, and this study explored the perceived usefulness and perceived ease of using personal protective materials among farm-workers in the banana sector. Using a case study of 10 large farms in the lower south coast of South Africa, we utilized descriptive and inferential analysis to identify the demographic composition of farm-workers in the study area, examine their perception of specific personal protective materials, and determine the relationship between demographic characteristics and perception of personal protective materials. Farm-workers in the study area were found to be predominantly single black males aged between 36-55years, with no more than a primary education, with work experience of between 6-10 years and employed as unskilled farm-labourers. Perceived usefulness (83%) and perceived ease of use (79%) for personal protective materials was high. Respondents gender (p=0.012), marital status (p=0.029), level of education (p=0.035) and farm-work experience (p=0.008) were significant, while their age (p=0.057), population group (p=0.160) and work classification (p=0.203) were not found significant in determining perceived usefulness or perceived ease of use. Our study makes valuable contribution to the existing body of knowledge regarding farm-worker safety issues by exploring perception of personal protective materials.

scholarly journals Acceptance of the German e-mental health portal www.psychenet.de: an online survey

2016 ◽  
Author(s):  
Lisa Tlach ◽  
Juliane Thiel ◽  
Martin Härter ◽  
Sarah Liebherz ◽  
Jörg Dirmaier
Keyword(s):  
Mental Health ◽  
Mental Health Services ◽  
Mental Disorders ◽  
Health Services ◽  
Online Survey ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Cross Sectional Survey ◽  
Perceived Trust

Background. Taking into account the high prevalence of mental disorders and the multiple barriers to the use of mental health services, new forms of fostering patient information, involvement, and self-management are needed to complement existing mental health services. The study aimed at investigating acceptance regarding design and content of the e-mental health portal www.psychenet.de. Methods. An online cross-sectional survey was conducted between May 2013 and May 2015 using a self-administered questionnaire including items on perceived ease of use, perceived usefulness, attitude towards using, and perceived trust. Effects of different participants’ characteristics on the portals’ acceptance were analyzed. Results. The majority of the N=252 respondents suffered from mental disorders (n=139) or were relatives from persons with mental disorders (n=65). The portal was assessed as “good” or “very good” by 71% of the respondents. High levels of agreement (89-96%) were shown for statements on the perceived ease of use, the behavioral intention to use the portal, and the trustworthiness of the portal. Lower levels of agreement were shown for some statements on the perceived usefulness of the portals’ content. There were no effects of different participants’ characteristics on the perceived ease of use, the perceived usefulness, the attitude towards using the website and the perceived trust. Discussion. This survey provides preliminary evidence that the e-mental health portal www.psychenet.de appears to be a usable, useful and trustworthy information resource for a broad target group. The behavioral usefulness of the portals’ content might be improved by integrating more activating patient decision aids.

scholarly journals Analysing farmers’ intention to adopt web marketing under a technology-organisation-environment perspective: A case study in Italy

2020 ◽  
Vol 66 (No. 5) ◽  
pp. 226-233
Author(s):  
Elisa Giampietri ◽  
Samuele Trestini
Keyword(s):  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Web Marketing ◽  
Intention To Adopt ◽  
External Pressures ◽  
Negative Effect ◽  
Toe Framework ◽  
Gain Access

This study explores the factors that affect the intention to adopt web marketing (WM) at farm level as an innovation for business purposes. Data were collected from a direct survey among Italian farmers. The paper applies the Technology-Organisation-Environment (TOE) framework. Among the variables considered, the results mainly show that a higher perceived usefulness of WM leads to a greater intention to adopt it from farmers. Similarly, the intention to adopt WM is positively influenced by the customers‘ readiness to use this technology and the perceived ease of use. Moreover, the intention to adopt is lower for the farms showing a greater size. Surprisingly, the perception of customers’ positive expectation about WM adoption by the farm shows a negative effect, suggesting that external pressures can inhibit farmers’ intention. Findings are valuable to understand how to develop policies to support WM adoption among farmers, that is important to gain access to the market especially for smallholders.

Mobile Commerce Adoption From Consumers Perspective

2018 ◽  
Vol 9 (2) ◽  
pp. 12-27 ◽  
Author(s):  
Radwan Moh'd Al-Dwairi ◽  
Laith M.K. Al-Shraideh ◽  
Emad A. Abu-Shanab
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Subjective Norms ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Adoption Process ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Perceived Security ◽  
Acceptance Model

In response, to little research focused on how Jordanians perceive and respond to m-commerce and the main factors that govern its adoption and use, this article proposes a conceptual model that extends the technology acceptance model (TAM) with important factors related to consumers and companies like perceived trust, perceived security, subjective norms and service quality. The proposed model was validated and then tested utilizing a sample of 200 students. Results indicate that a perceived ease of use, a perceived usefulness and service quality are the major drivers of m-commerce adoption among Jordanian users. In contrast perceived trust, perceived security, and subjective norms are not significant toward the adoption process. A detailed analysis and results follows this article.

An Empirical Investigation on Credit Card Adoption in India

2013 ◽  
Vol 4 (1) ◽  
pp. 13-29 ◽  
Author(s):  
G.Varaprasad ◽  
Kailas Sree Chandran ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Perceived Risk ◽  
Credit Card ◽  
Credit Cards ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Relative Advantage ◽  
Perceived Benefits ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Main Determinants

In India, the credit card usage as well as the penetration has been found to be very low compared to that of debit cards. Though banks offer the best of the services, still there are apprehensions about the risks involved in using a credit card in India. Hence, this study investigates the customer’s adoption behavior of credit cards and determines the factors which influence the acceptance among Indian customers. Many studies have been reported in the literature to analyze the customer’s adoption behavior of online banking, Automated Teller Machines, e-shopping etc. But, there are not many studies that analyze the adoption behavior of credit cards. In this study, an empirical model that includes ten behavioral factors has been proposed. Along with the main determinants identified from the literature, two new parameters such as perceived benefits and self-esteem have been included in the model. The analysis of the model reveals that factors such as perceived usefulness, perceived ease of use, perceived risk, relative advantage, perceived trust, social influence and perceived benefits have been found to be the main determinants of credit cards adoption in India. The findings are of great use primarily for the banks which are planning to offer credit cards, and for already existing banks to focus on the gaps.

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