scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION IN ONLINE SHOPPING IN KUCHING, SARAWAK.

2020 ◽  
Vol 4 (1) ◽  
pp. 47-54
Author(s):  
Rossazana Ab Rahim
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Pearson Correlation ◽  
Descriptive Analysis ◽  
Influential Factors ◽  
Website Design ◽  
Factors Affecting ◽  
Delivery Service ◽  
Independent Variables ◽  
Electronic Questionnaires

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.

scholarly journals Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective

2019 ◽  
Vol 14 (2) ◽  
pp. 99 ◽  
Author(s):  
Piruni A. Deyalage ◽  
Dushyantha Kulathunga
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Conceptual Model ◽  
Customer Service ◽  
Online Shopping ◽  
Website Design ◽  
Sri Lankan ◽  
Key Factors ◽  
Factors Affecting

Customer satisfaction has been identified as an important phenomenon in relation to online shopping.  The investigation of what cause customer satisfaction has become paramount for online businesses. Therefore, the purpose of this study was to identify the determinants of customer satisfaction in an online context. In this study, the authors proposed a conceptual model of customer satisfaction in the online context by identifying the key factors proposed by previous studies, and hypotheses were developed accordingly. The hypotheses were tested through multiple regression analysis, based on a sample of 150 online customers. The study found that customer service, website design and security perception were significantly associated with online customer satisfaction.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

Using DEMATEL-Based ANP Model to Measure the Successful Factors of E-Commerce

2018 ◽  
pp. 1122-1138
Author(s):  
Chia-Huei Wu ◽  
Sang-Bing Tsai
Keyword(s):  
Hybrid Method ◽  
Online Shopping ◽  
Influential Factors ◽  
Important Criterion ◽  
Direct Impact ◽  
Causal Relationships ◽  
Factors Affecting ◽  
Causal Graph ◽  
Online Sales ◽  
Perceived Price

Factors affecting online businesses are complicated and intertwined. To stimulate online sales, understanding of key influential factors and causal relationships among the factors is important. This paper introduces a hybrid method, called the DANP method, to expose the driving factors that most influence the online businesses. A hierarchy of fourteen criteria in six dimensions is formed to denote the influence levels and weights of factors. The causal graph shows that “Uncertainty” dimension has the highest degree of direct impact on other dimensions; thus, strong efforts should be made to eliminate the influence of this dimension throughout the online shopping process. In addition, the results also show “perceived price” to be the greatest important criterion among all; thus, it should be treated with top priority to boost the online businesses.

scholarly journals Customer Satisfaction in Retail Banking Services in Nepal

2019 ◽  
Vol 12 (1) ◽  
pp. 45-58
Author(s):  
Phul Prasad Subedi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Financial Institutions ◽  
Commercial Banks ◽  
Retail Banking ◽  
Descriptive Statistics ◽  
Banking Services ◽  
Factors Affecting ◽  
Independent Variables ◽  
The Relationship

This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.

An Empirical Examination of Saudi Consumers Attitudes Towards Online Shopping

2017 ◽  
Vol 7 (2) ◽  
pp. 57-80 ◽  
Author(s):  
Raja Yahya Alsharief ◽  
Felwa Al-Saadi
Keyword(s):  
Customer Service ◽  
Online Shopping ◽  
Product Information ◽  
Consumer Attitudes ◽  
Ease Of Use ◽  
Future Research ◽  
Privacy And Security ◽  
Empirical Examination ◽  
Factors Affecting ◽  
Independent Variables

This paper aims to empirically examine Saudi consumers' attitudes towards online shopping. The papers test a framework that was developed to understand, evaluate and examine the different factors affecting consumer attitudes towards online shopping in Saudi Arabia. Data were collected using a non-probability sample of 1000 Saudi consumers'. The paper investigated several independent variables which were used in previous research studies and its relation with the dependent variable (online shopping attitude among Saudi consumers). The findings indicated that ease of use and reliability were positively related to attitude of consumer towards online shopping. The findings also illustrated a positive relationship between the research remaining independent variables (privacy and security, customer service, trust, product information, satisfaction) and online shopping attitude in KSA. The paper also provides a discussion of its limitations as well as direction for future research in the field.

scholarly journals Customer Satisfaction in Online Shopping in Growing Markets

2020 ◽  
Vol 11 (1) ◽  
pp. 78-91 ◽  
Author(s):  
Syed Shah Alam ◽  
Mohd Helmi Ali ◽  
Nor Asiah Omar ◽  
Wan Mohd Hirwani Wan Hussain
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Information Quality ◽  
Online Shopping ◽  
Positive Influence ◽  
Factors Affecting ◽  
Service Information ◽  
Online Retailers ◽  
Study Results ◽  
Quality Response

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

Factors Affecting Consumer Participation In Online Shopping In Malaysia: The Case Of University Students

2012 ◽  
Vol 5 ◽  
Author(s):  
Mohammed Shamsul Chowdhury ◽  
Nadiah Ahmad
Keyword(s):  
Online Shopping ◽  
Pearson Correlation ◽  
Consumer Participation ◽  
Future Research ◽  
The Internet ◽  
Factors Affecting ◽  
Know How ◽  
Shopping Behaviour ◽  
Key Factor

Since lack of trust has remained one of the barriers to online shopping, this study is intended to explore the factors that affect the perceptions of trust for students’ intent to participate in online shopping. We used non-probability procedure to select respondents since we do not know how many students have access to the internet and are engaged in online shopping. Pearson correlation, multiple regression were used to test the hypotheses. The regression analysis in this study clearly supported trust and integrity, which had significance influence towards consumer participation. The study also found the trust variable had the highest correlation with the dependent variable followed by integrity.The study provided a useful insight on the significant role of trust in students’ online shopping. The study implies that trust is a key factor that indicates the effect of the Internet vendor trust on students’ online shopping behaviour. Recommendations for future research are suggested. 

scholarly journals Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

scholarly journals Customer Satisfaction towards Online Shopping in Kathmandu Valley

Patan Pragya ◽  
2020 ◽  
Vol 7 (1) ◽  
pp. 135-145
Author(s):  
Ballav Niroula ◽  
Achyut Gyanwali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Positive Impact ◽  
Ease Of Use ◽  
Kathmandu Valley ◽  
Perceived Ease Of Use ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Goods And Services

Online consumer’s buying behavior consists of buying process of products and services through internet. Internet shopping is the process of buying goods and services from merchants who sell on the online. Online shopping allows buyers to buy sooner, more choices and can order products and services with comparative reasonable price. This study examines the factors affecting customer satisfaction towards online shopping in Kathmandu valley. The customer satisfaction is the dependent variable. Perceived service quality, perceived ease of use, perceived security and online payment process are the independent variables. The study is based on 408 respondents from the online shopping buyers of Kathmandu valley. Convenience sampling method was followed to select the respondents. To achieve the purpose of the study, structured questionnaire is prepared. Descriptive and explanatory research designs have been used. Correlation and regression analysis have been used to make analysis and draw the conclusion. The regression models are estimated to test the significance and importance of selected factors on customer satisfaction towards online shopping in Kathmandu valley. The result shows that there is positive relationship of perceived service quality and perceived ease of use with customer satisfaction. It is also found that online shopping has positive impact on customer’s satisfaction in Kathmandu valley. The findings of this study will be fruitful to researchers, policymakers, businesspeople and Government for academically as well as policy perspectives.

Sign in / Sign up

Export Citation Format

Share Document