The Study of Customer Satisfaction of Shopee Customers In Malaysia

2021 ◽  
Vol 1 (2) ◽  
pp. 30-44
Author(s):  
Kah Boon Lim ◽  
Yeo Sook Fern ◽  
Hardave Singh Kler A/l Bhajan Singh
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Website Quality

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

scholarly journals Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

2020 ◽  
Author(s):  
Maryam Abdirad ◽  
Krishna Krishnan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Key Factors ◽  
Proposed Model

The purpose of this study is to examine the influence of Services Quality (SQ) of E-Supply Chain (E-SC) on customer satisfaction (CS) in online shopping. After a comprehensive review of the literature, the key factors of E-SC, CS, and SQ identification were selected. Then, the proposed conceptual model was presented. To validate this model, the data was collected through a survey of 150 respondents to diagnose customers’ satisfaction including online customers of “Digikala” online websites in Iran. The model was examined based on the partial least square-structural (PLS). Sample data was analyzed using SPSS21 and PLS. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-supply chain management(E-SCM) has a direct impact on CS. The effect of SQ is also confirmed. There is a positive and significant relationship between E-SCM and CS, E-SCM and SQ, and also, SQ and CS (P> 0.05).

scholarly journals Analysis of the Effect of E-Service Quality, Website Quality, Mobile Application Quality on Customer Satisfaction (Case Study at Shopee and Tokopedia)

2020 ◽  
Vol 5 (9) ◽  
pp. 278-288
Author(s):  
Naim . ◽  
Dr. Wahyu Hari Haji ◽  
S.Kom., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Mobile Apps ◽  
Descriptive Analysis ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality

E-commerce competition in Indonesia is highly competitive. Shopee and Tokopedia, as the two most extensive e-commerce services in Indonesia, have high promotion costs for user acquisition. In order for high promotion costs to be effective, high customer satisfaction is essential. This study aims to find the influence and relationship between e-Service Quality, Mobile Quality Apps website quality on Marketplace Shopee customer satisfaction, and Tokopedia. The object of this study is users who have used the Shopee or Tokopedia marketplace, both through the Website and Apps (apps), and live in Indonesia. A total of 400 respondents participated in this study, 200 respondents filled in the Tokopedia online questionnaire, and 200 respondents filled the Shopee questionnaire. Data analysis was performed using descriptive analysis, pivot tables, and statistical analysis using the Structural Equation Modeling (SEM) - Partial Least Square method and processed using Smart PLS 3.0. The results showed that e-Service Quality, Website Quality and Mobile apps quality had a positive and significant effect on Customer Satisfaction, both in the Shopee marketplace and the Tokopedia marketplace.

scholarly journals Determinan Loyalitas Konsumen Situs Tokopedia Di Jakarta

2021 ◽  
Vol 3 (4) ◽  
pp. 893
Author(s):  
Alfan Kurniawan John Franklyn ◽  
Cokki Cokki
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Website Quality ◽  
Convenience Sampling ◽  
Data Collection Technique

The purpose of this study was to examine the effect of website quality on customer loyalty, directly and indirectly through trust and customer satisfaction. The population of this study was 140 Tokopedia website customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are website quality, trust, and customer satisfaction affect customer loyalty directly and indirectly.Tujuan dari penelitian ini adalah untuk menguji pengaruh dari variabel kualitas situs terhadap variabel loyalitas konsumen melalui variabel kepercayaan dan kepuasan konsumen. Populasi dari penelitian ini adalah 140 pengguna situs Tokopedia di Jakarta yang dipilih dengan menggunakan convenience sampling. Data diambil dengan menggunakan kuesioner daring dan diolah menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian ini adalah variabel loyalitas konsumen dipengaruhi secara positif oleh variabel kualitas situs, kepercayaan, dan kepuasan konsumen.

scholarly journals FACTORS INFLUENCING REPURCHASE INTENTION IN ONLINE SHOPPING CONTEXT: THE MEDIATING ROLE OF SATISFACTION

2018 ◽  
Vol 2 (1) ◽  
pp. 29-43
Author(s):  
Xin Jean Lim ◽  
Eugene Cheng-Xi Aw ◽  
Kenny Guan-Cheng Teoh
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
Repurchase Intention ◽  
Performance Expectancy ◽  
Factors Influencing ◽  
Effort Expectancy

This study investigates the factors influencing repurchase intention in online shopping context.Self-efficacy and trust were integrated with Unified Theory of Acceptance and Use of Technology (UTAUT) components, namely performance expectancy and effort expectancy in explaining online repurchase intention. It was hypothesized that performance expectancy, effort expectancy, self-efficacy, and trust influence satisfaction and online repurchase intention. Satisfaction was posited to mediate the relationships between the proposed antecedents and online repurchase intention. 211 use able responses were collected through purposive sampling method and the data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). All proposed hypotheses were supported except the effects of effort expectancy and performance expectancy on online repurchase intention. All mediating effects of satisfaction proposed were found to be significant. Based on the findings, implications and future research directions were discussed.

“I Can Live Without Banks, but Not Without Banking”

2021 ◽  
Vol 17 (3) ◽  
pp. 1-20
Author(s):  
Nitika Sharma ◽  
Pooja Goel ◽  
Anuj Sharma
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality ◽  
Mediating Role ◽  
Service Interaction

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI PENENTU BELANJA ONLINE

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Christian Aditya ◽  
Titik Kusmantini ◽  
Yuli Liestyana
Keyword(s):  
Significant Influence ◽  
Structural Equation ◽  
Quantitative Research ◽  
Online Shopping ◽  
Consumer Attitudes ◽  
Partial Least Square ◽  
Least Square ◽  
Internet Technology ◽  
Equation Modeling ◽  
Perceived Benefits

Online shopping is an activity of buying and selling by utilizing the development of internet technology. The higher level of online shopping consumers has led to the phenomenon of e-commerce, like Zalora and Lazada. Consumers of online shopping in Special Region of Yogyakarta conducting online shopping activities are influenced by factors such as perception of easy to use, perception of perceived benefits, perception of risk, trust, consumer attitudes and online shopping interests. The design of research is descriptive and quantitative research using incidental sampling method. Data collection technique is carried out by distributing questionnaires using Google forms with the number of samples studied is 155 respondents. In order to test the hypothesis, Structural Equation Modeling (SEM) is used with analysis technique based on Partial Least Square (PLS). The results of this study show that 1) There is a positive and significant effect of perception of easy to use on consumer attitudes, 2) There is a positive and significant effect of perception of perceived benefits on consumer attitudes, 3) There is a negative and insignificant effect of risk perception on consumer attitudes, 4) There is a positive and significant influence of trust on consumer attitudes, 5) There is a positive and significant influence of consumer attitudes on online shopping interest.

scholarly journals Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

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