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 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.

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 PENGARUH RANCANGAN SITUS, HARGA, KEPERCAYAAN DAN KEAMANAN TERHADAP PEMBELIAN PRODUK FASHION MELALUI ONLINE SHOPPING

2014 ◽  
Vol 7 (2) ◽  
pp. 31
Author(s):  
Megawati Wijaya ◽  
Farida Jasfar
Keyword(s):  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Online Shopping ◽  
Positive Influence ◽  
Marketing Strategies ◽  
Website Design ◽  
Font Size ◽  
Stroke Width ◽  
Online Retailers ◽  
Use Of Internet

<span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>The increasing use of Internet provides an emerging prospect for online retailers,</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> especially on fashion product. Online retailers need to know factors that affecting customer</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> to buy online, then they can further develop their marketing strategies to convert potential</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> customer. The objective(s) of this research was to analyze the effect of website design,</em><br /><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>price, trust and security on purchase of product fashion through online shopping.</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> This study used Multiple Regression Analysis. The method used is Simple Random</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> Sampling. 130 samples is chosen randomly from lectures and students of Trisakti University,</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> Jakarta. The results show that there is positive influence of website design, trust and</em><br /><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>security on purchase of fashion product through online shopping, but there is no positive</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> influence of price on purchase of fashion product through online shopping.</em><br /><strong><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>Keywords : Website Design, Price, Trust, Security, Online Shopping</em></span></strong></span></span></span></span></span></span></span></span></span><br style="font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;" /></span>

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 Effect of Perceived Quality, Convenience, and Product Variety on Customer Satisfaction in Teleshopping

2020 ◽  
Vol 6 (3) ◽  
pp. 1-8
Author(s):  
Prachi Sahai ◽  
Megha Sharma ◽  
Vinod K Singh
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Perceived Value ◽  
Uttar Pradesh ◽  
Product Variety ◽  
Perceived Quality ◽  
Factors Affecting ◽  
Positive Effect

The aim of this study was to find out the factors affecting customer satisfaction in teleshopping. Researchers hypothesize that perceived value, convenience, and product variety have positive effect on customer satisfaction in teleshopping. The survey was done using convenient sampling from the region of Noida, Uttar Pradesh, India. Sample consisted of 150 respondents of Noida. The data were analyzed using multiple regression analysis. Results suggested that convenience is the only factor that significantly affects the customer satisfaction in teleshopping. The research suggests that product variety available and perceived value show correlation but does not significantly affect customer satisfaction in teleshopping. The research was useful for TV channels like NAPTOL BAZAR as it proves that customers order products from them just because of the convenience they are getting in return. This study is one of the first, at least to the author’s knowledge, to empirically examine and confirm the effect of convenience, perceived value, and product variety on customer satisfaction in teleshopping.

Aviation

2020 ◽  
Author(s):  
Ha Nam Khanh Giao
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Domestic Service ◽  
Flight Crew ◽  
Cronbach’S Alpha ◽  
Cronbach's Alpha ◽  
Proportional Effect

The paper examines relation between Vietnam Airline Domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing Skytrax scale with some modification along with Cronbach’s alpha, EFA and multiple regression analysis. Results show that Vietnam Airline Domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage; (2) check in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All of them are directly proportional effect to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.

scholarly journals Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 11-28
Author(s):  
Yunia Insanatul Karimah
Keyword(s):  
Organizational Culture ◽  
Regression Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Organization Culture ◽  
Quantitative Approach ◽  
Leadership Competency ◽  
Responsive Behavior

The purpose of this research is to find out the influence of leadership competencyand organization culture to customer satisfaction either directly or indirectly throughresponsive behavior employees. This research has three variables namely independentvariables (leadership competency and organizational culture), mediating variable (responsivebehavior) and dependent variable (customer satisfaction). The population in thisresearch are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.The technique of data collection is the census method. Data are gathered by questionnairesgiven to 42 frontliners and customers of PT Garuda Indonesia Surabaya BranchOffice. This research used quantitative approach with multiple regression analysis. Theresult shows that leadership competency, organizational culture and frontliner responsivebehavior have significantly influence to customer satisfaction. Responsive behavior doesnot mediate the influence of leadership competency and organizational culture to customersatisfaction.

scholarly journals Factors that affect employee motivation at Bentre Import Export Joint- stock Corporation (Betrimex)

2020 ◽  
Vol 5 (1) ◽  
pp. first
Author(s):  
Huỳnh Thanh Tú ◽  
Ung Hoàng Khang
Keyword(s):  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Working Conditions ◽  
Work Performance ◽  
Employee Motivation ◽  
Factors Affecting ◽  
Research Results ◽  
Exploratory Data ◽  
Stock Corporation

The research on factors that affect employee motivation at Bentre Import Export Joint- stock Corporation (Betrimex) has special significance in motivating employees, attracting and retaining talent, thereby helping the Corporation improve work performance. During the research, 300 employees working at Betrimex were surveyed and 250 employees with valid answer sheets were selected, survey data was processed with the SPSS software and the research model through scale reliability analysis, exploratory data analysis, correlation analysis and multiple regression analysis was tested. The research results have shown 07 factors affecting employee motivation at Betrimex, measured through 37 observed variables and including the pay, bonuses, benefits, allowances, working conditions, relationships with colleagues and relationships with superiors. Where the pay (b = 0.403) is the factor that has the most powerful influence on employee motivation and working conditions (b = 0.171) have the least influence on employee motivation. The results of multiple regression analysis have also showed that the adjusted R2 is 0.732. Thus, 07 independent variables can explain 73.2% of the variations of the dependent variables. Also, the research results have tremendous implications for developing strategies and plans for human resources development of Betrimex in the future.

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 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.

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