Customer Satisfaction in Online Shopping in Growing Markets

2021 ◽  
pp. 1878-1892
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.

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.

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 Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level

2019 ◽  
pp. 1-10
Author(s):  
G. A. B. S. Perera ◽  
K. M. V. Sachitra
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Web Site ◽  
Online Shopping ◽  
Income Level ◽  
Moderating Effect ◽  
Factors Influencing ◽  
Online Retailers ◽  
The Relationship

Aim: Online shopping is the most popular feature around the world as well as in Sri Lanka. People are tending to do online shopping by using those social media and also by using online shopping websites. As well as most of the business organizations try to use online shopping to sell their product and to increase their market. The objective of this research is to assess the factors influencing customer satisfaction while doing online shopping. Further, the study tested the moderating effect of income level on the relationship between factors influencing customer satisfaction on online shopping. Design: This study used the deductive approach and research design was based on quantitative and cross sectional. The targeted population for this study is customers living around the Colombo area, those who have internet facility in their living place or working place. The sample size was 380. The survey method is employed to collect data through a standardizes questionnaire. The selected dimensions (customer satisfaction, convenience, security, website functionality and customer service) were measured by using a Likert scale measurement items, acknowledging the prior studies. Findings: According to the survey findings of this study, Convenience, Web site functionality, Customer service have significant influence on customer satisfaction on online shopping. The results also indicated that the income level has a significant moderating effect on the relationship between Convenience, Web site Functionality, Security and Customer service and Customer satisfaction on online shopping. Implications: According to the findings of this study online retailers can identified that their consumers are more concern about the website functionality, customer service, and convenience of the online shopping. Therefore, online retailers can develop their website by adding more functions which will be helpful and easy for the customers and they can further improve their customer service at the prior purchase level as well as at the post purchase level in order to attract more customers and retain the existing customers with their business.

scholarly journals Factors affecting service quality at Vietnamese retail banks

2018 ◽  
Vol 13 (2) ◽  
pp. 39-48
Author(s):  
Tran Phi Hoang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sustainable Growth ◽  
Important Lesson ◽  
Group Discussions ◽  
Factors Affecting ◽  
Improve Service Quality ◽  
Retail Banks ◽  
Loyal Customers

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

scholarly journals CUSTOMER SATISFACTION IN ONLINE SHOPPING: A CASE STUDY OF BANGKOK URBAN AREA

2018 ◽  
pp. 13-23
Author(s):  
Irina Onyusheva ◽  
Jatuporn Thongaim
Keyword(s):  
Customer Satisfaction ◽  
Urban Area ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
The Internet ◽  
Sales Channel ◽  
Demand Growth ◽  
Online Retailers ◽  
Customer Survey

This study aims to measure customer satisfaction in online shopping. Along with the increasing usage of the Internet, e-commerce has emerged as a relatively new sales channel in Thailand. Consumer satisfaction and reputation are most important parts of online shopping, both contributing greatly to future demand growth. Trust in online shopping is the major difficulty due to inability to touch the product before purchasing. This factor can also effect customer satisfaction and customer behaviour in relation to various products and services. The purpose of this research is achieved by means of using the online customer survey in Bangkok urban area, Thailand. Some recommendations are addressed to online retailers, namely, it is offered to take more responsibility for the online shopping process so that to make it more admired and trustworthy.

Factors affecting customer satisfaction on online shopping holiday

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shian-Yang Tzeng ◽  
Myriam Ertz ◽  
Myung-Soo Jo ◽  
Emine Sarigöllü
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Information Quality ◽  
Online Shopping ◽  
Theory And Practice ◽  
Two Phase ◽  
Content Type ◽  
Product Return ◽  
Retail Service ◽  
Consumer Dissatisfaction

PurposeSingles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.Design/methodology/approachA two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.FindingsThe findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.Originality/valueThis paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.

Risk Management, Trust and Repeat Online Shopping Intentions

2018 ◽  
pp. 68-87
Author(s):  
Mercy Mpinganjira
Keyword(s):  
Risk Management ◽  
Significant Influence ◽  
Online Shopping ◽  
Product Information ◽  
Positive Influence ◽  
Online Retailing ◽  
Successful Management ◽  
Online Store ◽  
Online Retailers ◽  
Online Stores

E-commerce is a growing phenomenon in Africa. One area of e-commerce that is growing at a very fast rate is online retailing. This is despite concerns that individuals often have in relation to online shopping being associated with more risk than traditional retailing. This chapter looks at practices of online retailers that help in mitigating online shopping risk and the influence of these on customers' levels of trust as well as on their intentions to re-purchase from specific online stores. The findings show that provision of adequate online product information and online store security has positive influence on customers' level of trust in an online store. The findings also show that trust in an online store has significant influence on customers' intentions to repurchase from a store. The findings have wide implications on successful management of online store outlets and these have been highlighted in the chapter.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

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.

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